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Michael_Cooksey
Administrator
7 hours ago

Leaders Network

A network for Leaders to grow, learn, collaborate and connect.

16 Topics
Isabelle_Zdatny
Qualtrics Employee
Isabelle_ZdatnyQualtrics Employee
published in Experience management (XM)
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

361
AdamK12
Level 5 ●●●●●
JamesScutt
Administrator
JamesScuttAdministrator
published in Welcome and Introductions
Welcome to the Leaders Network! We're excited you’re here! 🎉

We invite you to introduce yourself! Please share a bit about your background, interests, and what you hope to gain from our discussions. Here are a few suggestions to help you craft your introduction... 💁 Background: What’s your role in your organisation, where are you located, and how long have you been working in the field of experience management? 🎵 Interests: What specific areas of experience management are you passionate about? Are there any particular challenges or topics you’re keen to explore? ⛳ Goals: What do you hope to learn or achieve by participating in this community? Are you looking for insights, networking opportunities, or strategies to implement in your own work? 🎈 Fun Facts: Share a fun fact (or two) about yourself or a unique experience that has shaped your perspective in this field. ➡️ Just leave a reply below to get started. We look forward to meeting you! Best,JamesHead of Experience Community // Leaders Network

2482
SteveBelgraver
Level 5 ●●●●●
JuliaC
Administrator
JuliaCAdministrator
published in Help and Support
⚪️ Rank & Rewards Program | Merch Store

Rank & Rewards Program Note: Our Rank & Rewards merch program was updated Jan 28, 2025. This post reflects the most up-to-date changes on the Rank and Rewards program. We want to reward and thank you, our community members, for your incredible contributions to the XM Community through the updated Rank & Rewards Program. Please read this entire post to familiarize yourself with the program and policies. You can achieve different levels / ranks within the community, depending on the number of points that you've accumulated. Every XM Community member will reach Level 1 once they earn 50 points. Your ranking will display on your profile and next to your name whenever you post or comment. You'll earn a new badge, which will be displayed on your profile, and an email congratulating you for each level you reach! When you reach Level 1, you'll receive a survey that gives you access to your Linkedin Profile Badge. Everyone earning points on the XM Community is eligible to “spend” the points for

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JuliaC
Administrator
JamesScutt
Administrator
JamesScuttAdministrator
published in Help and Support
Welcome to Leaders Network Help & Support! 👋

We’re here to ensure you have the best possible experience within our Experience Community and Leaders Network. This group is your go-to resource for any questions, technical issues, or general support you might need. Whether you're having trouble navigating the platform, need clarification on community guidelines, or want to suggest improvements, we’re here to help. Your feedback is invaluable in making our community a better place for everyone so at any point you can leave us your feedback . Don’t hesitate to reach out with: Any technical issues you encounter. Questions about community features. Suggestions for improvements. ➡️ Just click the “+ NEW POST” button to start a conversation or reply to an existing one. Let’s work together to make this community as helpful and user-friendly as possible! Best, The Leaders Network Team

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JamesScutt
Administrator
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

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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 th

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J
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.

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LeadersNetwork
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 ●●●●●
E
Level 2 ●●
EdenHaha
posted in News
(P1) Experience Management (XM) in the banking industry - Future of Applying Machine Learning and Deep Learning

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 industry 1. Overview of Experience Management (XM) in the banking industry Definition 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 th

465
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:

776
Sophieroy
QPN Level 4 ●●●●
T
Tree_Tops
asked in News
Question About Webinar Registration

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!

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T
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 ●●●●●
JamesScutt
Administrator
JamesScuttAdministrator
posted in News
X4 2025 on-demand is here!

X4 Salt Lake City From keynotes to a variety of breakouts and amazing sessions from industry experts. Watch on-demand at https://www.qualtrics.com/x4summit/content/2025/

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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
E
Level 2 ●●
EdenHaha
posted in News
(P2) Experience Management (XM) in the banking industry - Future of Applying Machine Learning and Deep Learning(P1) Experience Management (XM) in the banking industry - Future of Applying Machine Learning and Deep Learning

The second part is about Application of Machine Learning, AI and Deep Learning in XM, Choose the most optimal model and AI/ML integration framework and Future plans and research and development directions 3. Application of Machine Learning, AI and Deep Learning in XM Artificial intelligence (AI), machine learning (ML) and deep learning (Deep Learning) technologies are becoming increasingly popular Important levers to enhance XM experiences in the bank. AI/ML enables banks Analyze huge amounts of data about customer and employee behavior , from there find insight and Automate intelligent interactions , personalized service like never before. Below are the specific roles of AI/ML for each aspect of experience (CX, UX, EX, BX) and advanced AI techniques being applied. AI enhances customer experience (CX): Artificial intelligence helps Personalize experiences at scale – something that manual methods cannot do. ML algorithms can analyze millions of transaction and interaction data to unders

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E
Level 2 ●●
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

Read Me: How to Create an Account on the Experience Community 💜

Michael_Cooksey
Administrator
7 hours ago

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