Leaders Network

I had a brilliant time at a recent networking event! 🚀 The energy was fantastic, and so many genuine smiles - testament to a great atmosphere for making real connections.Shout out to BT for hosting, and to Hannah Louise Cox for capturing the vibe and organising this event!Loved chatting with insightful people and sharing perspectives on AI in CX with insights from Amazon Prime Video too. Came away feeling inspired, with fresh ideas and new contacts!If you are networking online, explore the in-person - there's something so engaging about in-person networking. 👍

Customer experience can feel like a non-stop race to keep up with new ideas. But rushing into every new trend often leads to wasted effort and no real gain. 🏃‍♀️Instead of chasing every shiny new thing, let's focus on smart, strategic thinking. It’s about knowing what truly helps your customers and sticking to it. 🎯Understand your customer's real needs. Pick innovations that actually fit your business. Measure what works, and ditch what doesn't.What's one "must-have" CX trend you've seen fizzle out quickly? Share your thoughts below! 👇Find out more: https://cxm.world/customer-experience/replacing-fomo-with-strategic-thinking-tackling-the-rise-of-rapid-innovation-in-cx/Credit to Mr Matt Trickett for this article together!

X4 London The Experience Community will be at X4 London on Tuesday 17th June 2025, and I'm really looking forward to connecting with existing and new community members.For the first time ever, Experience Community will have its own space where we can help you connect and meet other experience management professionals. It's a fantastic opportunity to meet up, share insights, and chat about all things experience-related. Whether you're a familiar face or someone I haven't had the pleasure of meeting yet, please do come and say hello!Keep an eye out for us, and be sure to pick up your Bingo Card on the day, complete and return it to the community space to in with a chance of winning a swag pack!Not registered? (It’s free) 👉 Register hereFeel free to drop me a message before your visit if I can help with anything!James

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

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!

Welcome! Let’s get you registered. Your privacy is our priority, so to keep your details safe and to prevent spam in our community, we use Qualtrics lD services to manage accounts on the Experience Community...To set up your free Qualtrics account:Go to: https://www.qualtrics.com/free-account/ Enter your details and click “Create Account” and follow the prompts.  Verify your email address in your inbox. (This link will expire after 48 hours) Enter your name and set a password. Set up your community profile:Go to https://community.qualtrics.com/p/leaders-network and click on “Login”. Enter you new account details and set up Two-Factor Authentication (Use can use either email, authenticator app, or do this later). Now you can set up your community profile: Enter your details   Under "I would like to register for", choose "Leaders Network (connect with industry leaders)". Click “Save” and your done! When we approve your community profile you'll get an automated email and you can then lo

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! ⬅️

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? 

TL;DR: This report looks at how companies are handling customer experience (CX), focusing on what their CX teams do, what's stopping them from getting better, and how they're using AI.Key points:Most companies aren't that great at CX yet, with many just starting to get their act together.     Companies that do CX well tend to have bosses who care about it and are willing to spend money on it.     A lot of CX teams find it hard to show that what they're doing is actually making the company money.     AI is becoming a big deal in CX, with loads of companies using it for things like chatbots.    The full content is about a 5-minute read. (You must be logged in to download this research)How is your company measuring the success of its CX program?

We’re very excited! 😃🔻Why? 🤷🔻Because hot on the heels of X4 in Salt Lake City, the Experience Community team will be at X4 Sydney on 28th May 2025 and X4 London 17th June 2025. Meet the Experience Community team Meet and network with XM LeadersAnd best of all, X4 in 🇦🇺 Sydney and 🇬🇧 London is free to attend. Register today…  

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.

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

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?

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

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

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?

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 directions3. Application of Machine Learning, AI and Deep Learning in XMArtificial 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 understand

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?  

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. 

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!