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Experience management (XM)

Discussions on Experience Management.

  • 15 Topics
  • 54 Replies
15 Topics
Isabelle_Zdatny
Qualtrics Employee
Isabelle_ZdatnyQualtrics Employee
published in Experience management (XM)
Welcome & Introductions 👋
Welcome & Introductions 👋

Welcome to the Experience Management (XM) topic! 👋  I’m Isabelle, and I’m thrilled to have you join this vibrant section of our Experience Community and Leaders Network.XM is at the heart of everything we do. It’s about understanding and improving every interaction across the entire journey. This topic is designed to be a hub for sharing best practices, discussing emerging trends, and exploring innovative approaches to XM.Whether you're focused on customer, employee, or any other type of experience, your insights are crucial and very welcome.Let’s dive into discussions about:The latest trends in XM. Successful XM strategies and implementation. Measuring and improving the impact of XM.➡️ Just click the “+ NEW POST” button to start a conversation or reply to an existing one.I’m excited to learn and grow with you as we explore the world of XM!Best,Isabelle 

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AdamK12
Level 5 ●●●●●
JamesScutt
Administrator
JamesScuttAdministrator
posted in Experience management (XM)
Our first in-person gathering is in London

You're invited to the first-ever in-person local gathering for the Experience Community. We're launching free local gatherings, and London, you're first on the list!This is your chance to learn from leading experts and meet like-minded professionals who can help you take your experience management strategy to the next level. The Experience Community is your gateway to growth, innovation, and professional connection.Whether you're looking to exchange ideas with peers, or to learn directly from the best minds in the industry, this event is for you. You'll for the insights and stay for the connections.🗓 TBC📍 Qualtrics WeWorks - 10 York Road, London, SE1 7ND More details to follow. 

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JamesScutt
Administrator
PeterMc
Groups Administrator
PeterMcGroups Administrator
published in Experience management (XM)
Building a Successful XM Program: Ask the Expert with Isabelle Zdatny!
Building a Successful XM Program: Ask the Expert with Isabelle Zdatny!

Hi everyone, our "Ask the Expert" series continues, this time featuring Isabelle Zdatny, Head of Thought Leadership with the Qualtrics XM Institute.  Isabelle helps Experience Management (XM) professionals make sense of the complex, evolving XM landscape so they can do their jobs with more confidence and success. Structuring your XM Programme, practical implementation advice and all backed up by research, Isabelle is on hand to answer your questions - for one week only! Reply to this conversation to post your questions to Isabelle! Isabelle will be sharing answers from Monday 14 July until Friday 18 July, so get your questions/thoughts/discussions in anytime between now and the 18th of July by replying to the post below.  

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PeterMc
Groups Administrator
SteveBelgraver
Level 5 ●●●●●
SteveBelgraverLevel 5 ●●●●●
posted in Experience management (XM)
The demise of surveys - end of an era?

Not only popular search engines but within this community too, the use of terms like low engagement, survey fatigue and declining response rates seem to confirm the trend that surveys are rapidly losing their effectiveness. Certainly in B2B environments with their complex buying groups and multiple stakeholders, surveys often fail to capture the full customer sentiment. This transition is not a question of if, but when, organizations must adapt their customer experience strategies. So what is your organisation doing to compensate for the shortcomings of the old fashioned survey? What new ways are being found and developed to gain different and better actionable insights?

963
AdamK12
Level 5 ●●●●●
PeterMc
Groups Administrator
PeterMcGroups Administrator
posted in Experience management (XM)
Tactics for Learning in XM

A question for the community - I’d love to hear any insights: How do you discover emerging trends, innovative methodologies, or potential disruptions in the world of Experience Management (XM)? Do you allocate time for this each week/month/quarter? And are there any unconventional or unexpected ways you and/or your teams try to learn and develop in this area?🤔

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PeterMc
Groups Administrator
KelliPolk
Level 3 ●●●
KelliPolkLevel 3 ●●●
asked in Experience management (XM)
Community Engagement

We continue to see a decrease in customer trust and feedback, especially in the government space. I'm curious to learn how other organizations approach community engagement surveys. How often do you conduct them, what sample sizes do you typically aim for vs the size of your community, and what types of questions or themes do you focus on? I'm especially interested in understanding how you balance getting meaningful feedback with avoiding survey fatigue. We seem to be surveying our residents more than other local municipalities, and I don’t know if we are gaining any value fromt that. 

844
AdamK12
Level 5 ●●●●●
JamesScutt
Administrator
JamesScuttAdministrator
posted in Experience management (XM)
NEW EVENT: Need to understand Agentic AI?

The rise of agentic AI is transforming the way we work and lead. Are you prepared? 🤔Join Qualtrics for an insightful FREE digital event, "Leading Through the Agentic AI Revolution," and discover how to harness the power of AI while maintaining effective leadership.This event features expert insights and practical strategies to help you navigate this exciting new era. Don't miss out on this opportunity to gain a competitive edge!Register here:  The webinar may be over, however, you can watch it on demand here! ⬅️

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Sophieroy
QPN Level 4 ●●●●
SteveBelgraver
Level 5 ●●●●●
SteveBelgraverLevel 5 ●●●●●
posted in Experience management (XM)
XM methodology - looking for love?

Companies and organizations use different methodologies and frameworks to guide and structure the way they work. Although some are industry specific, most share common aims like wanting to increase efficiency & consistency, improve the quality of their outputs or having to meet certain regulatory requirements to name just a few. Some of these resonate strongly with the Client Centric philosophy like Service Management as defined by the ITIL framework which I've championed for example. But I'm curious to the thoughts and experiences of the Thought Leaders here!With which industry best practices or business frameworks does the XM methodology work best with in your view? 

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JamesScutt
Administrator
JamesScutt
Administrator
JamesScuttAdministrator
posted in Experience management (XM)
Kickstart Your Value Realization Journey: Ask the Expert with Topher Mitchell!

Join us for our inaugural "Ask the Expert" session featuring Topher Mitchell ​@TopherM, a seasoned Value Realization expert, with a proven track record in helping organizations achieve tangible business value from their investments.Topher will be on hand to answer your questions. Whether you're struggling to secure resources, orient your program around business value, or measure the impact of your initiatives, this is your opportunity to gain practical insights and actionable advice directly from a leader in the field.Reply to this conversation to post your questions to Topher!We’re open for questions from Monday 14 April until Friday 18 April.

18812
LeadersNetwork
JamesScutt
Administrator
JamesScuttAdministrator
posted in Experience management (XM)
2025: A landmark year for customer and employee experience.

TL;DR: The blog outlines significant shifts and emerging trends in customer and employee experiences that organisations must adopt.Key points:Companies are focusing more on understanding customer needs for better relationship building. Employee satisfaction has become a priority, as engaged employees lead to improved customer service. Technology advances are driving new ways of gathering experience feedback. The importance of integrating customer and employee journeys is highlighted. Organisations that adapt quickly to these changes can gain a competitive edge.The full content is about a 5-minute read.https://www.qualtrics.com/blog/a-landmark-year-for-customer-and-employee-experience/How has your organisation adapted to changes in customer experience this year?

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JamesScutt
Administrator
AlonsoC
Administrator
AlonsoCAdministrator
published in Experience management (XM)
XM Thought Leadership Roundup - January 24th, 2025
XM Thought Leadership Roundup - January 24th, 2025Blog

Recent conversations include how culture influences CX strategies & ideas to enhance feedback through open commentary. Here’s the TL:DR version: Customer Experience​@SteveBelgraver pointed out how cultural differences might impact the customer experience.  ​@ahmedA shared his thought, “Whether it’s changes in culture, departments, or even the time of year, the true value of a metric lies not just in its absolute value, but in analyzing how it changes.” Our XM Community is a truly global one and is uniquely positioned to join the conversation. Share your thoughts! Digital Feedback​@m3gonzal is seeking ideas for how digital clients can provide insightful comments. Share your expertise!  

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AlonsoC
Administrator
m3gonzal
m3gonzal
posted in Experience management (XM)
Digital Feedback - Open Commentary

Does anyone have any special techniques they leverage to assist in open commentary engagement? Looking for ideas that may help our digital clients provide more insightful recommendations or comments when leaving a product CSAT score.   Thanks, Marisella 

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m3gonzal
AlonsoC
Administrator
AlonsoCAdministrator
published in Experience management (XM)
XM Thought Leadership Roundup - January 10th, 2025
XM Thought Leadership Roundup - January 10th, 2025Blog

Recent discussions include the impact of organizational change and an invitation to speak at an upcoming CX conference. Here’s the TL:DR version: Organizational Change Management​@Jkitterman is looking for research on how merger or acquisition announcements affect customer loyalty. ​@Aggarwal shared a research article that explores the impact of M&A on clients by using customer survey data. Read the full article Call for Participation ​@jaesun is inviting CX professionals to present at the CXPA Rochester Network Learn more about this exciting opportunity and reach out if interested! Comment of the Week 🏆​@SteveBelgraver mentioned the Service Recovery Paradox to illustrate what organizations can do to recovery from failure. Read the full conversation

812
SteveBelgraver
Level 5 ●●●●●
AlonsoC
Administrator
AlonsoCAdministrator
published in Experience management (XM)
XM Thought Leadership Roundup - December 06th, 2024
XM Thought Leadership Roundup - December 06th, 2024Blog

This week featured discussion on topics including EX, DXA, and brand development. Here’s the TL:DR version: Brand Development ​@julian.silva inquired about convincing small companies to invest in brand development ​@Aggarwal  recommended using successful examples like Patagonia and Warby Parker to illustrate the benefits of strong brand equity. ​@Chee Heng_SZ  highlighted the risks of neglecting brand growth, including stagnation Read the full conversation  ​@jbk asked how brands can rebuild trust after failures ​@ScottG  noted that brand resilience is tested in crises and can even turn into advocacy sharing, “When the response doesn’t match the impact, it has lasting effects.” Read the full conversation Employee Engagement​@Aggarwal asked about trends in employee engagement surveys ​@pamelalbeck  shared the pros and cons of lengthy surveys. Additionally, she’s excited about how incentives in 2025 will affect response rate. Is offering gift cards still a good incentive strategy? R

871
AlexandreLeduc
QPN Level 4 ●●●●
SteveBelgraver
Level 5 ●●●●●
SteveBelgraverLevel 5 ●●●●●
posted in Experience management (XM)
are XLAs the next step for XM?

Qualtrics defines XM (Experience Management) as "a holistic approach to listening to the voice of customers, employees, and other stakeholders and using the knowledge, understanding and insights to design and improve the experiences you deliver. It’s used by organizations to launch new experiences based on powerful market research to uncover unmet customer and employee needs, and then to continually optimize those experiences as their market and their stakeholders’ needs change".*  Although Lord Kelvin and Peter Drucker’s quotes may be a bit tongue in cheek, they do make one wonder how XM is actually managed. And when done well, how does one show a holistic promise being delivered on? Translating a qualitative experience into a quantitative measure is of course a challenge. Or is it? *What is Experience Management (XM)? | Qualtrics

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MichaelC
Administrator

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