Experience Management (XM) Discussions

We noticed that the Email Messages section in Qualtrics has been redesigned, and we would like to share some feedback. At this time, we do not recommend switching to the new experience. Is there any way for us to continue using the current (classic) experience after September 30, 2026? Our main concerns with the new design are:  Reduced visual organization. The new interface no longer clearly indicates whether an email reminder is nested under the initial outreach or represents a separate email outreach. This makes it more difficult to understand the overall communication sequence. Limited visibility. The new interface displays detailed information for only one email at a time, whereas the current (classic) experience allows us to view all email outreaches together. The current (classic) layout makes it much easier to monitor outreach history, compare email performance, and identify overall communication trends at a glance.  We appreciate the effort to improve the platform and hope y

Hi there!We are a regional Credit Union that currently sends out NPS surveys based on daily transactions and we use that score to report on the health of our people, products, and processes. This has been the norm for us over the last 16+ years but 2 years ago is when we really started paying attention closely and building a true team to handle the feedback. Today we are a team of 3 (Specialist, Director, and Chief Experience Officer) and expanding the reach of our surveys through research style surveys and journey mapping. Historically, we have maintained a higher NPS score but since making the move to Qualtrics last year, our scores are higher than ever and making it harder to identify true trends that allow us to link them to improvement opportunities. We are looking to make a shift to using our transactional data to send out CSAT surveys and use NPS on a quarterly basis, in an attempt to identify process specific gaps or friction. We feel this will allow us to see more targeted fee

Hi Qualtrics Community! 👋I'm looking for advice from anyone who has experience running moderated focus groups for user testing with the Qualtrics platform.We're planning to run a session with a set participant group and would love to hear from others who have done something similar - particularly around best practices for setup, facilitation, and getting the most out of the experience.Any tips, templates, or lessons learned would be greatly appreciated. Thanks in advance :)

Hi everyone,Our organization is launching our annual property tax rebate program, and we’re looking to improve our data handling. Currently, residents upload sensitive tax documents through a secure portal, but we’re looking for a solution that reduces human handling and long-term storage risks.Does anyone use a software or vendor that can: Extract specific data points (like income levels) to verify eligibility for the rebate and other internal services. Automatically purge/destroy the original documents once that criteria is met? We want to maximize our residents' access to services while minimizing the amount of PII (Personally Identifiable Information) we store long-term. Any leads on "zero-knowledge" or automated document processing tools would be appreciated!

I have completed the learning journey “Qualtrics Platform Essentials Certification Journey L1”. Now I’d like to purchase the certification exam by paying the required amount. On completion of this learning course, this webpage appears for purchasing the exam - https://basecamp.qualtrics.com/xm-essentials-certification-exam. However this web page for exam purchase is not responding. There are no errors, but the link to purchase is not responding. I am not able to purchase the exam from this website. How can I make this purchase and appear for the certification exam?

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

Hi Team, I need to really clean up the access set of users types as it is a mess, As a brand admin how do i manage it more effectively , so its smooth and and can set the best set of boundaries, Any leads helpful

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, or even challenges below — let’s learn from each other!Thanks in advance,Jake Stoddard

I’ve created my org hierarchy, but I’m not figuring out how to update it with employee/manager changes (i.e. this employee now reports to a new manager). 

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 

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?

How many surveys should a team run? Engagement, wellbeing, onboarding, exit, pulse, adhoc, facilities etc, etc. How to avoid survey fatigue and how you make sure surveys dont overlap.

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. 

Every time I access this site, my screen goes blank briefly and then reloads. Thought it was just my set up at home but I have found this also happens at the office - know it’s an odd one but wanted to check if this happens to anyone else. 

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!

I received an email invitation for the AI webinar on 17th April. Unfortunately, I can't register because I don't have a valid work email address. Am I still eligible to attend if I use my personal email address for a free account? TIA!

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? 

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

Hi guys, I want to share my ideals about Experience Management (XM) in the banking industry - Future of Applying Machine Learning and Deep Learning. My English is not bad, but it also isn’t good, so i use my mother language then translation tools, so if you feel unclearly about some part of this, feel free to ask. I want to get as much as your comments, so it is great to discuss. The first part is about Overview of Experience Management (XM) in the banking industry and Analyze models XM in the banking industry1. Overview of Experience Management (XM) in the banking industryDefinition and role: Experience Management (XM) is the process of monitoring, analyzing and improving all business activities to better serve customers, employees and brands. In the banking sector, XM covers management customer experience (CX), user experience (UX), employee experience (EX) and brand experience (BX) overall. XM helps banks go beyond pure customer service to create positive, lasting experiences that r

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. 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

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

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?

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!

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