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Customer Experience (CX)

Discussions on Customer Experience.

  • 27 Topics
  • 65 Replies
27 Topics
JamesScutt
Administrator
JamesScuttAdministrator
published in Customer Experience (CX)
Welcome to the Customer Experience Thought Leadership topic! Thank you for joining us! 🎉

I’d like to warmly welcome you to our community. 👋 I’m thrilled you’re here, and I hope you find not only this topic but the entire Experience Community and Leaders Network to be an invaluable resource.The customer experience industry is composed of individuals from diverse backgrounds, bringing a wealth of thoughts, perspectives, and ideas. Together, we can harness these unique insights to tackle shared challenges, spark thought-provoking conversations, and support each other’s growth. Whether you are focused on improving experiences for customers, patients, citizens, volunteers, or any other group, the challenges you face are more common than you might think.So, bring your experiences, ideas, and challenges! Our community is a welcoming and supportive space where you can connect with others who share your passion for enhancing experiences and fostering personal and organisational growth.Don’t hesitate to jump in - If you have any thoughts or questions, feel free to start or join a d

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JamesScutt
Administrator
MichaelC
Administrator
MichaelCAdministrator
published in Customer Experience (CX)
The Future of CX is...
The Future of CX is...

What does CX look like in 2025? 🤔 2025 is almost here. And with the new year, new CX trends will emerge. Based on what you have seen in 2024, what do you predict will be the biggest CX trends of 2025?Do you predict AI playing a bigger role in CX? What about customer expectations in 2025? How does the speed of globalization play into CX trends? Does social media influence CX?Tell us in the comments!Also, be sure to compare your predictions against our 2025 CX Trends report (free download here).

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Temily B
Level 2 ●●
JamesScutt
Administrator
JamesScuttAdministrator
posted in Customer Experience (CX)
CX leaders consistently outperform the stock market

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-leaders-consistently-outperform/What's an example of a time you've seen a company's strong customer experience efforts directly lead to a positive business outcome?

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J
Level 1 ●
JamesScutt
Administrator
JamesScuttAdministrator
posted in Customer Experience (CX)
How to incorporate three categories of AI into your XM efforts

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 Generative AI for an internal claims chatbot. The full content is about

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JamesScutt
Administrator
PeterMc
Groups Administrator
PeterMcGroups Administrator
posted in Customer Experience (CX)
Upcoming In-Person Events in Sydney and Singapore

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

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PeterMc
Groups Administrator
JamesScutt
Administrator
JamesScuttAdministrator
posted in Customer Experience (CX)
Transforming Customer Loyalty & Trust with AI

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, here is how 👈

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JamesScutt
Administrator
JamesScutt
Administrator
JamesScuttAdministrator
asked in Customer Experience (CX)
Embedding empathy and Human-Centered Design

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:  

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SteveBelgraver
Level 5 ●●●●●
PeterMc
Groups Administrator
PeterMcGroups Administrator
posted in Customer Experience (CX)
What does 'meaningful interaction' with your customer look like in 2025?

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? 

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PeterMc
Groups Administrator
PeterMc
Groups Administrator
PeterMcGroups Administrator
posted in Customer Experience (CX)
Unlock Exceptional Customer Experiences: Ask the Expert with Nikhil Chauhan

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.

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J
Level 1 ●
PeterMc
Groups Administrator
PeterMcGroups Administrator
posted in Customer Experience (CX)
Upcoming Webinar: The Shifting Sands of the CX Professional

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.Meet our incredible panel of global CX experts:Marlan Hardie, Advisor, Stage 1 Ventures Bruno Guimaraes, Founder, Amigos Do CX James Scutt, Principal XM Catalyst, Qualtrics XM Institute Diane Magers, CEO, Experience CatalystsClick here to sign up🗓️ Date: 30th May 2025: 15:30 - 16:30 CET / 09:30 - 10:30 EST📍 Where: Online Webinar (https://community.qualtrics.com/events/webinar-the-shifting-sands-of-the-cx-professional-264) 

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JamesScutt
Administrator
JamesScutt
Administrator
JamesScuttAdministrator
posted in Customer Experience (CX)
In-person Networking - We need more

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. 👍

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AdamK12
Level 5 ●●●●●
JamesScutt
Administrator
JamesScuttAdministrator
posted in Customer Experience (CX)
Replacing FOMO with strategic thinking

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-thinking-tackling-the-rise-of-rapid-innovation-in-cx/Credit to Mr Matt Trickett for this article together!

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JamesScutt
Administrator
A
AmandaGlynn
posted in Customer Experience (CX)
Seeking Advice: Declining Survey Response Rates & Link Trust

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 email links) have you found effective for boosting response rates? (e.g., Has anyone had success with vanity URLs, short links, QR codes in emails, embedding the f

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AdamK12
Level 5 ●●●●●
AdamK12
Level 5 ●●●●●
AdamK12Level 5 ●●●●●
posted in Customer Experience (CX)
2x2 matrix for framing digital experiences-thoughts?

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!

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AdamK12
Level 5 ●●●●●
JamesScutt
Administrator
JamesScuttAdministrator
posted in Customer Experience (CX)
NEW XM Institute Research: The State of Customer Experience Management, 2025

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?

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JamesScutt
Administrator
AdamK12
Level 5 ●●●●●
AdamK12Level 5 ●●●●●
posted in Customer Experience (CX)
CX insights from current events: we should be paying attention!

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 underscoring the value of what we do. Elon Musk was shocked by the amount of waste and fraud found by DOGE #foxnews #shorts #elonmusk

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AdamK12
Level 5 ●●●●●
JamesScutt
Administrator
JamesScuttAdministrator
posted in Customer Experience (CX)
NEW XM Institute Research: Consumer Channel Preferences and Priorities for 2025.

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 changes in consumer preferences?

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AdamK12
Level 5 ●●●●●
AdamK12
Level 5 ●●●●●
AdamK12Level 5 ●●●●●
posted in Customer Experience (CX)
Regardless of what you think about him...

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

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vgayraud
QPN Level 6 ●●●●●●
SteveBelgraver
Level 5 ●●●●●
SteveBelgraverLevel 5 ●●●●●
posted in Customer Experience (CX)
How to accommodate for cultural differences when measuring CX?

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. In the Netherlands, orange is the national color and associated with the Dutch Royal family while Egypt, on the other hand, associates orange with mourning. Home Depot's venture into China is a costly example of not taking culture into account when  it had to close all seven of its outlets when the Chinese ‘do it for me’ culture clashed with the US  ‘do it

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AdamK12
Level 5 ●●●●●
JamesScutt
Administrator
JamesScuttAdministrator
posted in Customer Experience (CX)
How did X4 SLC attendees vote? Do you agree with them?

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?  

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JamesScutt
Administrator
SteveBelgraver
Level 5 ●●●●●
SteveBelgraverLevel 5 ●●●●●
posted in Customer Experience (CX)
How do you measure the experience in the making?

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 acquired or consumed and experienced. The emotions and sentiments usually run highest in this phase and are when the core of the customer experience is created after - arguably the longest phase of the bro

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SteveBelgraver
Level 5 ●●●●●
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Emilyp
posted in Customer Experience (CX)
Auto-closed and Proactive Support Cases

Hello All,I manage our Support Cases Satisfaction Survey’s that are sent out after a case is closed. We are running into a challenging question around whether we should still send a survey for a proactive case or an auto-closed case. Proactive cases are opened on behalf of a customer based on a trigger within their own product usage. This type of case warns them of risk within their system.  Auto-closed cases are closed when a customer has not responded over a certain period of time. These types of cases are hurting our response rates and on occasion our CSAT scores. How do you handle this type of audience within your organization? Why did your organization make the decision to send or not to these audiences?

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S
Level 6 ●●●●●●
J
Jkitterman
asked in Customer Experience (CX)
Impact of merger/acquisition announcement

I am looking for any articles or research on the impact of a merger/acquisition announcement on:the volume of customer survey responses increase/decrease in customer loyalty scores NPS SEE Preferably from the perspective of the organization being acquired. Any insights you can share on this would be greatly appreciated.Thanks!

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J
J
Level 1 ●
jaesunLevel 1 ●
asked in Customer Experience (CX)
CALL FOR CX SPEAKERS (2025)

Calling All CX Trailblazers!Are you ready to inspire a global audience of CX professionals and share your expertise with some of the brightest minds in the industry? The CXPA Rochester Network is looking for dynamic Customer Experience speakers to join our lineup for 2025!With over 500 CX professionals from brands like AT&T, L.L. Bean, General Motors, Qualtrics, Verizon, and more, our network is the perfect platform to showcase your ideas and leave a lasting impact. Our monthly online presentations consistently draw 50-100 engaged participants from across the U.S. and countries like Brazil, India, South Africa, and the UK.Why present with us?Amplify your reach through LinkedIn, Eventbrite, and the global CXPA website. Share practical, actionable insights with a community hungry to learn. Be part of a network committed to connection, authenticity, and championing excellence in CX.Whether you're a seasoned CXO or a passionate practitioner with a story to tell, we want YOU to take the

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J
Level 1 ●
J
Level 4 ●●●●
jbkLevel 4 ●●●●
posted in Customer Experience (CX)
Power of Trust in Customer Experience: How Brands Can Rebuild After a Crisis

What role does trust play in customer experience, and how can brands rebuild trust after a significant failure?

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SteveBelgraver
Level 5 ●●●●●

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