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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 the f

663

8 hours ago

JamesScuttAdministrator

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.

13112

12 hours ago

AdamK12Level 5 ●●●●●

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

434

1 day ago

JamesScuttAdministrator

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

11 days ago

JamesScuttAdministrator

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?

714

12 days ago

Isabelle_ZdatnyQualtrics Employee

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

18 days ago

JamesScuttAdministrator

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?

18 days ago

JamesScuttAdministrator

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

2472

29 days ago

JamesScuttAdministrator

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?

260

1 month ago

JuliaCAdministrator

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

1110

1 month ago

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