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Thought Leadership

Thought Leadership conversations.

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41 Topics
Isabelle_Zdatny
Qualtrics Employee
Isabelle_ZdatnyQualtrics Employee
published in Experience management (XM)
Welcome & Introductions 👋
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 

813
AdamK12
Level 5 ●●●●●
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 a d

450
JamesScutt
Administrator
MichaelC
Administrator
MichaelCAdministrator
published in Customer Experience (CX)
The Future of CX is...
The Future of CX is...

What does CX look like in 2025? 🤔 2025 is almost here. And with the new year, new CX trends will emerge. Based on what you have seen in 2024, what do you predict will be the biggest CX trends of 2025?Do you predict AI playing a bigger role in CX? What about customer expectations in 2025? How does the speed of globalization play into CX trends? Does social media influence CX?Tell us in the comments!Also, be sure to compare your predictions against our 2025 CX Trends report (free download here).

3017
Temily B
Level 2 ●●
JamesScutt
Administrator
JamesScuttAdministrator
posted in Customer Experience (CX)
How to incorporate three categories of AI into your XM efforts

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

90
JamesScutt
Administrator
JamesScutt
Administrator
JamesScuttAdministrator
posted in Experience management (XM)
Our first in-person gathering is in London

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.🗓 Thursday, September 18th, 9am📍 Qualtrics WeWorks - 10 York Road, London, SE1 7ND  

140
JamesScutt
Administrator
PeterMc
Administrator
PeterMcAdministrator
published in Experience management (XM)
Building a Successful XM Program: Ask the Expert with Isabelle Zdatny!
Building a Successful XM Program: Ask the Expert with Isabelle Zdatny!

Hi everyone, our "Ask the Expert" series continues, this time featuring Isabelle Zdatny, Head of Thought Leadership with the Qualtrics XM Institute.  Isabelle helps Experience Management (XM) professionals make sense of the complex, evolving XM landscape so they can do their jobs with more confidence and success. Structuring your XM Programme, practical implementation advice and all backed up by research, Isabelle is on hand to answer your questions - for one week only! Reply to this conversation to post your questions to Isabelle! Isabelle will be sharing answers from Monday 14 July until Friday 18 July, so get your questions/thoughts/discussions in anytime between now and the 18th of July by replying to the post below.  

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PeterMc
Administrator
SteveBelgraver
Level 5 ●●●●●
SteveBelgraverLevel 5 ●●●●●
posted in Experience management (XM)
The demise of surveys - end of an era?

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?

913
AdamK12
Level 5 ●●●●●
PeterMc
Administrator
PeterMcAdministrator
posted in Experience management (XM)
Tactics for Learning in XM

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?🤔

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PeterMc
Administrator
PeterMc
Administrator
PeterMcAdministrator
posted in Customer Experience (CX)
Upcoming In-Person Events in Sydney and Singapore

Hi allFor those based in or near Sydney and Singapore there are some upcoming In-person events that could be of interest. They are focussed on increasing your response count and quality. For other cities, more events will be coming later in the year and we will share details here when we have them. Jump over to the Events tab to find out more or follow the link below. https://community.qualtrics.com/events?tab=upcoming&type=In-Person%20EventThanksPete

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PeterMc
Administrator
JamesScutt
Administrator
JamesScuttAdministrator
posted in Customer Experience (CX)
Transforming Customer Loyalty & Trust with AI

Im looking forward to the discussion with Chris Johnston from ​@Adoreboard on all things AI and its role in creating Loyalty and Trust, it has a big role to play 🙌If you can’t make the webinar live, we will have a recording for you to watch back at your leisure that we will attach to this conversation. Whether you joined the webinar live or watched the recording, both Chris and I are keen to continue the conversation so please add any comments or questions - To join the discussion, comment below! ⬇️ ⬇️ ⬇️PS. You will need to Register to be able to get involved, here is how 👈

381
JamesScutt
Administrator
KelliPolk
Level 3 ●●●
KelliPolkLevel 3 ●●●
asked in Experience management (XM)
Community Engagement

We continue to see a decrease in customer trust and feedback, especially in the government space. I'm curious to learn how other organizations approach community engagement surveys. How often do you conduct them, what sample sizes do you typically aim for vs the size of your community, and what types of questions or themes do you focus on? I'm especially interested in understanding how you balance getting meaningful feedback with avoiding survey fatigue. We seem to be surveying our residents more than other local municipalities, and I don’t know if we are gaining any value fromt that. 

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AdamK12
Level 5 ●●●●●
JamesScutt
Administrator
JamesScuttAdministrator
asked in Customer Experience (CX)
Embedding empathy and Human-Centered Design

Hi everyone, I came across this excellent post about embedding empathy and Human-Centered Design into the research process.It’s a great reminder that to get powerful insights, we need to move beyond what customers say and truly understand why they feel and act the way they do.The original post has some great, practical tips for applying this mindset. If you're involved in customer experience, user research, or product design, it's definitely worth a read.You can check out the full post and join the discussion here:  

271
SteveBelgraver
Level 5 ●●●●●
PeterMc
Administrator
PeterMcAdministrator
posted in Customer Experience (CX)
What does 'meaningful interaction' with your customer look like in 2025?

Hi all, sharing a question for the community from X4 Sydney recently for anyone that couldn't attend: What does ‘meaningful interaction’ with your customer look like in 2025? 

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PeterMc
Administrator
PeterMc
Administrator
PeterMcAdministrator
posted in Customer Experience (CX)
Unlock Exceptional Customer Experiences: Ask the Expert with Nikhil Chauhan

Join us for our June "Ask the Expert" session featuring Nikhil Chauhan ​@nchauhan, a Customer Experience expert and thought leader. You can discover actionable strategies for building stronger customer relationships, driving loyalty, and achieving business growth through exceptional experiences. Bring your challenges, your curiosities, and all of your questions at any stage this week and Nikhil will reply below with his perspective. Reply to this conversation to post your questions to Nikhil!We’re open for questions from Monday 2nd of June until Friday 6th of June.

963
J
PeterMc
Administrator
PeterMcAdministrator
posted in Customer Experience (CX)
Upcoming Webinar: The Shifting Sands of the CX Professional

Hi CommunityJoin next week for an interactive, one-hour live webinar that will explore the evolving role of the CX professional. You'll discover how major forces like AI, the demand for clear ROI, and rapidly shifting customer expectations are fundamentally transforming CX strategy and career paths.This isn't just a presentation – it's your chance to:Engage in discussion with global leaders. Share your insights and hear from your peers. Gain practical takeaways you can apply immediately.Meet our incredible panel of global CX experts:Marlan Hardie, Advisor, Stage 1 Ventures Bruno Guimaraes, Founder, Amigos Do CX James Scutt, Principal XM Catalyst, Qualtrics XM Institute Diane Magers, CEO, Experience CatalystsClick here to sign up🗓️ Date: 30th May 2025: 15:30 - 16:30 CET / 09:30 - 10:30 EST📍 Where: Online Webinar (https://community.qualtrics.com/events/webinar-the-shifting-sands-of-the-cx-professional-264) 

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JamesScutt
Administrator
JamesScutt
Administrator
JamesScuttAdministrator
posted in Customer Experience (CX)
In-person Networking - We need more

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. 👍

451
AdamK12
Level 5 ●●●●●
JamesScutt
Administrator
JamesScuttAdministrator
posted in Customer Experience (CX)
Replacing FOMO with strategic thinking

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!

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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 the f

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AdamK12
Level 5 ●●●●●
AdamK12
Level 5 ●●●●●
AdamK12Level 5 ●●●●●
posted in Customer Experience (CX)
2x2 matrix for framing digital experiences-thoughts?

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!

482
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:  The webinar may be over, however, you can watch it on demand here! ⬅️

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Sophieroy
QPN Level 4 ●●●●
SteveBelgraver
Level 5 ●●●●●
SteveBelgraverLevel 5 ●●●●●
posted in Experience management (XM)
XM methodology - looking for love?

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? 

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JamesScutt
Administrator
JamesScutt
Administrator
JamesScuttAdministrator
posted in Customer Experience (CX)
NEW XM Institute Research: The State of Customer Experience Management, 2025

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?

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JamesScutt
Administrator
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.

18712
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 ●●●●●
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 ●●●●●

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