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Michael_Cooksey
Administrator
1 month ago

XM Thought Leadership

Discussions about XM, CX, EX or Strategy and Research. IMPORTANT: IF YOU'RE INTERESTED IN THOUGHT LEADERSHIP CONSIDER JOINING THE LEADERS NETWORK. THIS CATEGORY WILL BE PHASED OUT ON MAY 01, 2025.

19 Topics
Michael_Cooksey
Administrator
Michael_CookseyAdministrator
published in XM Thought Leadership
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 ●●
AdamK12
Level 5 ●●●●●
AdamK12Level 5 ●●●●●
posted in XM Thought Leadership
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 XM Thought Leadership
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 y

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AdamK12
Level 5 ●●●●●
XM_JoshB
Level 5 ●●●●●
XM_JoshBLevel 5 ●●●●●
posted in XM Thought Leadership
Introduction

I couldn’t respond to the introduction post in the Thought Leadership forum. Hopefully, this works: 💁 Background: I have been involved with Employee Experience Management for over 5 years at my current organization. I currently work in People Analytics as a Sr Principle Analyst, managing our lifecycle surveys, providing analysis of our employee sentiments and other analytical support involving HR data. 🎵 Interests: I am very keen to explore sentiment and trend shifts as employees move through their journey in our organization and how we might best influence their experiences to be more positive. ⛳ Goals: I would love to learn more best practices from those managing best in class Employee XM programs. 🎈 Fun Facts: I have two movie accurate Captain America costumes I wear to children’s hospitals for charity events. I am also a military retiree, having spent over 20 years working for the US Army.

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JuliaC
Administrator
SteveBelgraver
Level 5 ●●●●●
SteveBelgraverLevel 5 ●●●●●
posted in XM Thought Leadership
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 journey I 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 br

534
SteveBelgraver
Level 5 ●●●●●
E
Emilyp
posted in XM Thought Leadership
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 ●●●●●●
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Jkitterman
asked in XM Thought Leadership
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
AlonsoC
Administrator
AlonsoCAdministrator
published in XM Thought Leadership
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! Earn x2 the points when you engage in the XM Thought Leadership Category. Learn more

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AlonsoC
Administrator
Michael_Cooksey
Administrator
Michael_CookseyAdministrator
published in XM Thought Leadership
💡 Introducing: XM Thought Leadership | Contribute, Share, & Earn 2X Points

Introducing: XM Thought Leadership on the XM Community Our Community members around the world are looking for new ways to share their expertise here on the XM Community, and we are proud to offer a new way to contribute knowledge: XM Thought Leadership The XM Thought Leadership category on the XM Community is a place for everyone to come together in a Community of Practice, by posting thought-provoking questions related to CX, EX, Strategy & Research, and more. This new category is open to all XM Community members and will differ from other posts in the Community in that this new category is not intended for Qualtrics product questions (eg., how do I do xyz in Qualtrics). Instead, this category is a destination for creative, open-ended questions related to XM practice and theory. Questions can include topics as diverse as: What is the future of CX? What role does AI play in improving EX outcomes? How will consumer feedback shape CX trends in 2025? In what ways can we optimize experienc

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Michael_Cooksey
Administrator
m3gonzal
m3gonzal
posted in XM Thought Leadership
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 XM Thought Leadership
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 Earn x2 the points when you engage in the XM Thought Leadership Category. Learn more

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SteveBelgraver
Level 5 ●●●●●
J
Level 1 ●
jaesunLevel 1 ●
asked in XM Thought Leadership
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 th

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J
Level 1 ●
PeeyushBansal
Level 6 ●●●●●●
PeeyushBansalLevel 6 ●●●●●●
asked in XM Thought Leadership
Type of surveys in EX to be asked to employees (how many in year)

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.

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SteveBelgraver
Level 5 ●●●●●
J
Level 4 ●●●●
jbkLevel 4 ●●●●
posted in XM Thought Leadership
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 ●●●●●
Aggarwal
Level 4 ●●●●
AggarwalLevel 4 ●●●●
asked in XM Thought Leadership
EX employee engagement

what new trends have you seen in employee engagement surveys in 2024 and how you are changing surveys in 2025?

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SteveBelgraver
Level 5 ●●●●●
AlexandreLeduc
QPN Level 3 ●●●
AlexandreLeducQPN Level 3 ●●●
posted in XM Thought Leadership
DXA best practices

Hello community, I’m curious to see if some people have experienced DXA and have best practices to share or common errors to avoid as I’m in the early stages with this feature. Thank you for sharing your knowledge to the community.

952
AlexandreLeduc
QPN Level 3 ●●●
AlonsoC
Administrator
AlonsoCAdministrator
published in XM Thought Leadership
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? Read the f

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AlexandreLeduc
QPN Level 3 ●●●
julian.silva
Level 2 ●●
julian.silvaLevel 2 ●●
posted in XM Thought Leadership
Insights on brand development

Hello! I’m new to the XM Community and have worked in CX for over a decade now. I’m intrigued by the ever evolving nature of this field! According to Qualtrics 2025 Global Trends Report , trend 1 reveals a decline in loyalty among customers even as brands spend more. As an independent consultant for small businesses communicating the value in investing in brand development is difficult especially as it may not bear fruit until later in the future. Any thoughts on how you frame the value of investing in brand development? I would especially love to hear from other independent consultants or small business owners! Much thanks!!

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julian.silva
Level 2 ●●
SteveBelgraver
Level 5 ●●●●●
SteveBelgraverLevel 5 ●●●●●
posted in XM Thought Leadership
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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Michael_Cooksey
Administrator

Read Me: How to use the new Experience Community 💜

Michael_Cooksey
Administrator
1 month ago

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