XM Knowledge Base
10 questions (and answers) from “What’s the Future of CX?”
Even in the midst of continued inflationary pressures that increase consumer price sensitivity, Qualtrics’ research found that what drives purchase decisions is the post-purchase experience. In the ...
By Isla Yu
The 5 employee experience trends redefining work in 2025
35,000 employees. 22 countries. 30 industries. 5 workplace-defining trends. Here it is – our 2025 Employee Experience Trends Report, to help you navigate the modern workplace. Each year, we track...
By Antonio Pangallo
Global consumer trends for 2025 revealed
Understanding what drives consumer spending – and what leads to churn – is crucial for any business looking to succeed in an incredibly competitive market. Here’s a snapshot of how the latest c...
By Isabelle Zdatny
Celebrating CX Day 2024 with everyday tips for showing your impact
October 1st marks CX Day, an annual global celebration by the Customer Experience Professionals Association (CXPA) of the companies creating great experiences for their customers and the people who wo...
By Rachad Davis
Safeguarding patient information in the digital age
In today's healthcare landscape, delivering exceptional patient experiences is no longer a nice-to-have; it's a must-have. Healthcare providers must understand their patients to systematically identif...
By Niranj Srinivasan
Tree testing 101: Elevating your user experience
Tree testing, a valuable UX research technique, assesses the ease with which users locate information on websites or applications. It can be employed to evaluate the navigation tree of an existing pla...
By Emily Geisen
Employee listening in the age of intelligence
As employee listening, with the use of Artificial Intelligence (AI), becomes a larger part of the experience management conversation, so do concerns about the risks of using it for human-centered data...
By Grace Van Dam
The 4 keys to driving action with NPS feedback
Companies often struggle to decode customer feedback, which can make it challenging for leaders to take clear action. While Net Promoter Score® isn’t a quick fix, we’ve identified four key skills...
By Isabelle Zdatny
Subscribe to the Experience Matters blog
Stay up to date with the latest XM thought leadership, tips and news.