Leaders Network

Hello! My name is Mónica Irizarry, Research Supervisor from Banco Popular de Puerto Rico.  Would love to connect with other Financial Institutions to learn from their CX Programs and how they are optimizing the use of Qualtrics.

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

Tuesday, October 7th marks Customer Experience Day – a global celebration of the discipline that puts customers at the heart of everything we do. Whether you're designing seamless journeys, closing feedback loops, or championing the voice of the customer in your organisation, today is about recognising the impact we all make in creating meaningful experiences.Customer experience isn't just about metrics like NPS or CSAT (though we love a good score improvement!). It's about the moments that matter – the problem solved with empathy, the feedback that sparks innovation, the connection that turns a transaction into a relationship. Every touchpoint we design, every insight we uncover, and every customer story we listen to contributes to building trust and loyalty.This CX Day, let's take a moment to celebrate: The wins – those breakthrough moments when everything clicks The learnings – because every challenge makes us better practitioners The community – the colleagues, mentors, and pee

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 

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

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?

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

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. 

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?

Dear Community members,We are planning our next events and need your input on our main stage speakers. Whether you've attended X4 in the past or not, we'd love to hear who you would be most excited to see!To help with our initial planning, we'd be grateful for your feedback by Monday, July 14th. Share your ideas here: https://qxm.co1.qualtrics.com/jfe/form/SV_9KYva4ZhJL3jgweThank you!

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?🤔