Customer Experience (CX)

Scenario:After SSO authentication, I want to capture additional dynamic information from the user profile (like department etc.) and store it as Embedded Data. This data will later determine which survey questions appear.Questions: How can I dynamically fetch and store this data after authentication? Is it possible to avoid resetting Embedded Data fields that were set pre-authentication? Are there performance considerations for fetching multiple fields dynamically?

How can you carry forward Embedded Data values from one survey to another while avoiding overwriting existing values?

Hi everyone,I'm hoping to tap into the collective wisdom of this community regarding a challenge I'm facing with our customer experience program.We've noticed a drop in our survey response rates year-over-year, even though key factors like our target audience, survey length, timing, and incentives haven't significantly changed.One potential factor I'm considering is whether there's a growing general distrust among recipients about clicking on links in emails, perhaps due to increased awareness of phishing and security concerns. We're definitely not phishing, but it's possible people are becoming more cautious overall. ​@JamesScutt and I are curious to know: Are others experiencing similar declines in survey response rates? Do you suspect link distrust is playing a role? What strategies or alternative methods (beyond standard em

Hi everyone,We’re looking to connect with fellow CX professionals in business aviation, yacht, luxury automotive, heavy machinery, or any other niche industries to learn how you're leveraging Qualtrics to collect feedback and engage with your customers.Given the low volume of customer insights typical in our sectors, we’re eager to benchmark and explore creative ways to maximize value from every touchpoint. Here’s a brief summary of some of the things we have done using Qualtrics.Mapped out the full customer journey Automated survey distribution across key journey stages Launched an annual product survey Built feedback notifications and dashboardsWe’d love to hear how others are approaching this. What’s working for you? Any unique strategies, metrics, or integrations that have helped you drive impact?Drop your experiences, tips

Tuesday, October 7th marks Customer Experience Day – a global celebration of the discipline that puts customers at the heart of everything we do. Whether you're designing seamless journeys, closing feedback loops, or championing the voice of the customer in your organisation, today is about recognising the impact we all make in creating meaningful experiences.Customer experience isn't just about metrics like NPS or CSAT (though we love a good score improvement!). It's about the moments that matter – the problem solved with empathy, the feedback that sparks innovation, the connection that turns a transaction into a relationship. Every touchpoint we design, every insight we uncover, and every customer story we listen to contributes to building trust and loyalty.This CX Day, let's take a moment to celebrate:

TL;DR: A four-year study shows that companies with a strong customer experience consistently do better financially than their rivals.Key points: The companies with the best customer experience had better stock market returns than their industry averages. The gap between CX leaders and those with the worst CX grew to 23 percentage points by the end of 2024. Strong CX capabilities help companies learn from customer feedback, share those findings, and act on them quickly. This creates strategic readiness, which is a key advantage when customer loyalty is dropping. The full content is about a 5-minute read. https://www.qualtrics.com/blog/cx-

TL;DR: XM Institute identified three types of AI—Analytical, Generative, and Agentic—and explains how businesses can use each to improve customer experiences by gaining a better understanding of their customers and automating actions.Key points: Analytical AI helps businesses understand customer behaviour by analysing data for patterns, sentiments, and root causes, which allows them to make predictions. Generative AI is for creating content and contextual responses, for example, powering chatbots and virtual assistants to have more human-like conversations. Agentic AI takes action, orchestrating complex tasks across different systems to achieve specific experience goals, such as automatically creating a ticket or sending a personalised follow-up. The article offers real-world examples for each AI type, such as a university using Analytical AI to predict student retention risks and an insurance provider using

Hi allFor those based in or near Sydney and Singapore there are some upcoming In-person events that could be of interest. They are focussed on increasing your response count and quality. For other cities, more events will be coming later in the year and we will share details here when we have them. Jump over to the Events tab to find out more or follow the link below. https://community.qualtrics.com/events?tab=upcoming&type=In-Person%20EventThanksPete

Im looking forward to the discussion with Chris Johnston from ​@Adoreboard on all things AI and its role in creating Loyalty and Trust, it has a big role to play 🙌If you can’t make the webinar live, we will have a recording for you to watch back at your leisure that we will attach to this conversation. Whether you joined the webinar live or watched the recording, both Chris and I are keen to continue the conversation so please add any comments or questions - To join the discussion, comment below! ⬇️ ⬇️ ⬇️PS. You will need to Register to be able to get involved,

Hi everyone, I came across this excellent post about embedding empathy and Human-Centered Design into the research process.It’s a great reminder that to get powerful insights, we need to move beyond what customers say and truly understand why they feel and act the way they do.The original post has some great, practical tips for applying this mindset. If you're involved in customer experience, user research, or product design, it's definitely worth a read.You can check out the full post and join the discussion here:  

Hi all, sharing a question for the community from X4 Sydney recently for anyone that couldn't attend: What does ‘meaningful interaction’ with your customer look like in 2025? 

Join us for our June "Ask the Expert" session featuring Nikhil Chauhan ​@nchauhan, a Customer Experience expert and thought leader. You can discover actionable strategies for building stronger customer relationships, driving loyalty, and achieving business growth through exceptional experiences. Bring your challenges, your curiosities, and all of your questions at any stage this week and Nikhil will reply below with his perspective. Reply to this conversation to post your questions to Nikhil!We’re open for questions from Monday 2nd of June until Friday 6th of June.

Hi CommunityJoin next week for an interactive, one-hour live webinar that will explore the evolving role of the CX professional. You'll discover how major forces like AI, the demand for clear ROI, and rapidly shifting customer expectations are fundamentally transforming CX strategy and career paths.This isn't just a presentation – it's your chance to:Engage in discussion with global leaders. Share your insights and hear from your peers. Gain practical takeaways you can apply immediately.

I had a brilliant time at a recent networking event! 🚀 The energy was fantastic, and so many genuine smiles - testament to a great atmosphere for making real connections.Shout out to BT for hosting, and to Hannah Louise Cox for capturing the vibe and organising this event!Loved chatting with insightful people and sharing perspectives on AI in CX with insights from Amazon Prime Video too. Came away feeling inspired, with fresh ideas and new contacts!If you are networking online, explore the in-person - there's something so engaging about in-person networking. 👍

Customer experience can feel like a non-stop race to keep up with new ideas. But rushing into every new trend often leads to wasted effort and no real gain. 🏃‍♀️Instead of chasing every shiny new thing, let's focus on smart, strategic thinking. It’s about knowing what truly helps your customers and sticking to it. 🎯Understand your customer's real needs. Pick innovations that actually fit your business. Measure what works, and ditch what doesn't.What's one "must-have" CX trend you've seen fizzle out quickly? Share your thoughts below! 👇Find out more: https://cxm.world/customer-experience/replacing-fomo-with-strategic-th

This is a 2x2 matrix describing “flavors” of digital CX based on high and low human involvement, and digital vs. physical media. (Thanks to ​@EdenHaha for an illuminating recent conversation about digital experiences!) I think it could be useful for framing customer journeys and personas, but am wondering how much this aligns with other CX practitioners. (We are a national library that delivers the vast majority of our experience virtually.) I’m curious to see your thoughts!

TL;DR: This report looks at how companies are handling customer experience (CX), focusing on what their CX teams do, what's stopping them from getting better, and how they're using AI.Key points:Most companies aren't that great at CX yet, with many just starting to get their act together.     Companies that do CX well tend to have bosses who care about it and are willing to spend money on it.     A lot of CX teams find it hard to show that what they're doing is actually making the company money.     AI is becoming a big deal in CX, with loads of companies using it for things like chatbots.    The full content is about a 5-minute read. (You must be logged in to download this research)How is your company measuring the success of its CX program?

Cross-posting here for additional reach (and thanks to ​@AlonsoC for the suggestion!One of the things I’ve learned in my career is that it’s often valuable to separate the message from the messenger. Regardless of what you think of Elon Musk, he recently gave a US federal agency’s customer experience survey as an example of waste; seemingly, not so much due to the cost as due to the fact that it wasn’t used to identify tangible business insight or, in his words, to create “feedback loops.”In our practice at the National Library of Medicine, we’ve known from the jump that we’re not gathering customer feedback because it’s interesting or for its own sake, but to identify business improvements that we can implement, test, and validate. It’s essential for building credibility and

TL;DR: The research identifies shifting consumer channel preferences and highlights the importance of adapting strategies to meet these changing demands.Key points:Consumers increasingly prefer digital channels for interactions, especially mobile and social media. Personalized experiences are becoming crucial in engaging customers effectively. Trust and transparency are key factors influencing consumer decisions. Brands must harness data to anticipate and respond to customer needs. Sustainability and ethical practices are increasingly valued by consumers when choosing brands.The full content is about a 5-minute read.https://www.xminstitute.com/research/consumer-channel-preferences-priorities-2025/How is your organisation planning to adapt to the chan

One of the things I’ve learned in my career is that it’s often valuable to separate the message from the messenger. Regardless of what you think of Elon Musk, he recently gave a US federal agency’s customer experience survey as an example of waste; seemingly, not so much due to the cost as due to the fact that it wasn’t used to identify tangible business insight or, in his words, to create “feedback loops.”In our practice, we’ve known from the jump that we’re not gathering customer feedback because it’s interesting or for its own sake, but to identify business improvements that we can implement, test, and validate. It’s essential for building credibility and underscoring the value of what we do.Elon Musk on actionability of CX surveys

I think it is fair to say the XM Community appreciates and values the myriad of different cultures around the globe 🌍 A quick look at the top 1000 members reflects this diversity with folks from Germany, Vietnam, USA, India, Columbia , Belgium, Singapore and Denmark to name but just a few! Three examples that illustrate how culture influences and determines the customer experience:NPS does not fare well when the same questions are used in different countries. A company with a +50 NPS in India may have much less loyal customers than a company with a -20 NPS in Japan. Or take the way how colours are perceived differently for example. I

We asked attendees at X4 in Salt Lake City to vote on some key questions. They think its either 1 or 2, how would you vote?  

Although the bulk of our effort usually focusses on the 3rd phase through the use of surveys and metrics like CSAT, NPS and the like, I'm curious if and how the customer sentiment is measured (and managed) during the 2nd phase which arguably when the most intense emotions and memories are created. experience intensity along the customer journeyI see our experiences categorized into roughly 3 categories or phases: before - prior to buying or consuming a product or service there is the period where the potential customer discovers and orients themselves on it. From the provider's perspective this covers first the marketing and then sales cycles. It is during this phase that the customer expectations are generated during - is the period or moment where the product or service is actually