What’s New Collaborate with other CX professionals online in the XM CommunityJoin our free Community by becoming a member! Ask questions, get help, access our Rank and Rewards program, and gain direct access to Qualtrics product leaders. Join now! Introducing 2024: The Year of Trust Building trust will be absolutely essential for organizations this year, which is why XM Institute has labeled 2024 “The Year of Trust.” We invite you to join us as we explore the topic, in hopes that our shared efforts can raise the level of trust around the world. Check out the blog post. Curated Help Available in the Customer Success HubAll of Qualtrics’ resources are now available all in one place: the Customer Success Hub! The Hub is an always-on, one-stop shop to make it easy for you to manage your license, grow your Qualtrics expertise, connect with your account team, and much more! Explore your Hub. Register for X4 2024Registration is still live for X4 in Salt Lake City! Join 10,000 XM professionals
We believe that building trust will be absolutely essential for organizations this year, which is why XM Institute has labeled 2024 “The Year of Trust.” We invite you to join us as we explore the topic, in hopes that our shared efforts can raise the level of trust around the world. Check out the blog post now, where we cover: Why did we choose trust? Examples of how trust creates value The basics of trust Strategies for building trust Strategies to improve contextual factors of trust Read the full blog post here.
What’s New How to Develop a Business Case for XM InvestmentsXM professionals need to show how their efforts will deliver business value or they will struggle to get the funding they need. This How-to Guide shares 5 steps for creating a business case that will help you secure budget for your 2024 XM projects and initiatives. Check out the guide. The Humanized Digital Experience RatingsAs part of XM Institute’s annual US consumer study, 10,000 consumers were asked to evaluate their recent digital experiences then rate those experiences across five components of a humanized digital experience. Read the full report. Monthly Product Release NotesTake a look at our monthly product release notes to see the recent product updates as well as a sneak preview of the upcoming features to keep an eye out for. Don’t forget to subscribe to the Product Release Notes Community category to stay up to date! See the latest features. X4 2024X4 registration is open! Reserve your ticket to join the world’s
As part of XM Institute’s annual US consumer study, 10,000 consumers were asked to evaluate their recent digital experiences. Consumers shared whether they had a digital interaction within the previous 30 days with any of 10 industries. They shared which access method they used – mobile website, computer website, or mobile app – and then rated that experience across five components of a humanized digital experience. Read the full report here.
A strong business case helps you secure funding from budget holders by outlining the specific value you expect an XM initiative to generate. This How-to Guide breaks down the 5 steps you can follow to produce a compelling business case. Read the full guide here.
What’s New XMI Customer Ratings – Consumer NPS, 2023As part of XMI’s annual consumer benchmark study, respondents were asked to evaluate companies across multiple measures of CX. Use these insights to compare your NPS to the industry average and track how you perform relative to other industries. View the findings now. 2024 Global Consumer Trends ReportBased on responses from more than 28,000 consumers across 26 countries, our 4th annual Consumer Trends Report shows just how valuable human connections really are and how you can start building them in the year ahead. Read the full report now. Fundamentals of Customer ExperienceAre you new to CX? When you’re in the early stages, it can be difficult to know exactly where to start. With this launchpad, you’ll grow your CX knowledge and see how you can start building your organization’s CX management efforts. Get started with the launchpad now. Weekly Product Release NotesTake a look at our monthly product release notes to see the recent p
How consumers buy from and interact with companies will change drastically in 2024. But what’s driving that change and what should leaders do to get ahead of it?With insights from over 28,000 consumers, our 2024 Consumer Trends report reveals:The top 4 trends for the year ahead What it means for businesses, including the opportunities and the risks ahead Expert advice on how to navigate the findingsGet your copy of the report now.
Are you new to the world of customer experience (CX)? Is your organization just getting started?Use this Launchpad as a starting place to understand what CX management is, why it’s important, and how you can start building your organization’s CX management capabilities. Then, explore the key resources included at the bottom of the page to get started and expand your CX knowledge.Click here to begin the launchpad
XM Institute just released their 2023 CX Benchmark findings! As part of XMI’s annual U.S consumer benchmark study, respondents were asked to evaluate companies across multiple measures of customer experience, including NPS. Read the full blog post here. How does this align with trends your organization is seeing?
It’s no secret that digital technologies, strategies, and capabilities are fundamental to how an organization operates and competes today. While many organizations have some basic Digital CX elements in place, these programs are not yet fully optimized for the Digital-first Business Era. In this blog post, XM Institute breaks down the path you should follow to modernize your Digital CX efforts. Read more: The Path to Building a Modern Digital CX Program
What’s New NEW Experience Value At Risk CalculatorYou know broken customer experiences are costing your organization, but do you know how much? With our new Experience Value At Risk Calculator, you can now quantify that value with an estimate as well as a personalized breakdown. Try it out now. Do Your Executives Have the Ambition Necessary for XM Success?Without buy-in from senior leaders, XM programs often don’t get the resources and prioritization necessary for program success; So XMI developed the XM Ambition Assessment to help you drive leadership discussions that will secure long-term support. Learn more here. XM Communi-tea Podcast SeriesDon’t forget to listen to our new Community podcast series. In this episode, you can tune in for a special Qualtrics Community Team discussion to meet to learn more about the podcast & the XM Community and meet your Community admins. Check it out now. Monthly Product Release NotesTake a look at our monthly product release notes to see the
Over the past four years, Qualtrics’ Value Advisory team has conducted over 1,000 value assessments with XM professionals. These assessments have focused on securing budget for new XM investments, tracking the impact of XM programs, and quantifying the value delivered by experience-led actions. 10 key lessons were learned from the wide variety of projects. To get a breakdown of each lesson learned, you can read the full blog post on XM Institute. As you evaluate your CX program efforts and what adjustments to make in the upcoming year - Which of these lessons gave you something new to think about?
You know broken customer experiences are costing you money, but are you able to quantify just how much? Bad experiences could be costing you millions and you wouldn’t even know it.Organizations face a significant amount of value at risk due to broken experiences. This risk might show up in the form of customer churn, lost productivity, ineffective marketing spend, and more. With our new Experience Value At Risk (xVAR) calculator, you can generate an estimate of the experience value at risk for your organization as well as a breakdown of the impact that unsatisfactory experiences are having on Customer Spend, Employee Retention, Product Launch Success, and more. Download a personalized report now.
Let’s face the facts - You can have the most experienced team of CX professionals and the best in-class XM technology, but without sustained buy-in and support from senior leaders, your CX efforts will only go so far. Bottom line: Executive ambition is a necessary ingredient for long-term XM success.The XM Ambition Assessment was developed to help XM professionals drive the leadership discussions they need to evaluate - and hopefully, secure - the resources and support necessary for long-term program success. In this blog post, XM Institute explores the importance of executive ambition, provides the free assessment, and equips you with the tools to facilitate the conversation internally. Check it out: Do Your Executives Have the Ambition Necessary For XM Success? Assess It.
What’s New Submit Ideas for the Customer Success HubThe new feature request portal is powered entirely by our customers. You can now submit feature requests and enhancements for the Customer Success Hub and track their status throughout the review and development process. Check it out. Harnessing AI to Elevate Your Customer ExperienceIn this on-demand webinar, we’ll explore how 100+ CX leaders have overcome the challenges to successful AI adoption and transformation. We’ll also showcase how Qualtrics has embraced AI to deliver enhanced CX features. Watch now. 7 Types of Data for Modern XM ProgramsHistorically, CX teams relied primarily on survey-based feedback; but with recent tech advancements, there’s now a multitude of different data elements to incorporate. XMI breaks down the 7 types of data a diverse listening program should capture. Read here. How Generative AI Enables Modern XMWith innovative technologies and data-driven insights, experience management continues to evolve from
The latest innovations in AI have delivered a promising outlook for customer experiences, but is your organization ready for AI adoption? What about your customers?Check out this on-demand webinar to learn how 100+ CX leaders are navigating the wave of AI transformation. Plus, you’ll see a brief demo that showcases how Qualtrics has embraced AI to deliver enhanced features that keep you focused on what matters most—your customers.Watch now
According to Forrester, “In 2023, we are going to see brands waking up to the reality that customer service is one of the biggest drivers of CX quality and a major contributor to increased customer loyalty and revenue.” But how do you turn customer service into a driver of growth and loyalty? This Forrester report reveals all, providing next-level insight into:The customer service trends shaping 2023 The value of putting customer service at the heart of your CX strategy The best practices savvy brands are adopting to balance costs and experience so they can maximize loyalty and revenueGet the report now What is your organization doing to turn customer service into a driver of growth and loyalty? How have you shifted your CX efforts to prioritize customer service?
Gone are the days of inefficient systems and broken customer experiences. The evolution of experience management (XM) from outdated practices to modernized approaches has revolutionized the way organizations understand and delight their customers. Powered by innovative technologies and data-driven insights, this transformation has paved the way for enhanced customer satisfaction, streamlined processes, and a more holistic approach to XM. In recent years, AI has surged in popularity and emerged as a widely used tool for innovation in many industries. Its ability to analyze vast amounts of data, make intelligent predictions, and automate tasks has positioned AI as a powerful and sought-after technology, shaping the way organizations operate and innovate; but how exactly does AI fit into XM? Here’s how AI can propel your efforts while still retaining the human element of experience management: Read the full blog post on XM Institute: What Will Generative AI Mean for Your XM Efforts?
What’s New Digital Experience Analytics is Now AvailableWith Digital Experience Analytics (DXA), teams can more effectively understand what a customer’s behavior says about their experience with a website. Elevate your DX efforts with session replay and digital behavior tracking. Watch here to learn more. Enhance Qualtrics Products through EvolveOur new product ideation program, Evolve, is powered entirely by our customers! We want to encourage and enable users to drive product enhancements that will evolve our roadmap. You can now submit product ideas and track their development status. Read here to get involved. 2023 NPS Facts and FiguresFor years, NPS has been a core metric at the heart of many CX programs; but have you ever wondered what other factors could impact NPS score? XM Institute conducted a study to showcase global trends and findings that relate to NPS. Read about it now. The B2B Tech Digital Channel Accelerator is LiveThis new automated solution was designed by XM scient
Do you ever wonder how things like geolocation or demographic profile may impact how customers score you on an NPS scale? In the infographic below, XM Institute compiled data from over 37,000 consumers to highlight the top NPS trends across different industries, age groups, and countries. See how your NPS compares or how various customer profiles might answer differently: To view the full reports and sources, check out this post.
We’re excited to announce that we recently launched the B2B Tech Digital Channel Accelerator! The Accelerator is an out-of-the-box solution of survey templates, dashboards, benchmarks, and analytics developed by XM scientists specifically for B2B tech companies.This solution is quick to implement and will address core digital challenges, so B2B tech companies can increase conversions, speed up sales velocity, and reduce acquisition costs. Here’s how the Accelerator will help drive business impact: Measure the performance of different journey stages across your website to quickly improve conversion Assess and improve the effectiveness of content on your website that is meant to inform and facilitate the digital discovery process Identify the root causes of website abandonment to implement real-time improvements that increase sales leads *If you are a Frontline Digital customer, you can find the solution in your catalog today by searching for “B2B Digital Channel Accelerator.” If
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