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Michael_Cooksey
Administrator
2 days ago

Thought Leadership

Thought Leadership conversations.

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25 Topics
Isabelle_Zdatny
Qualtrics Employee
Isabelle_ZdatnyQualtrics Employee
published in 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
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

280
JamesScutt
Administrator
Michael_Cooksey
Administrator
Michael_CookseyAdministrator
published in Customer Experience (CX)
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).

2787
Temily B
Level 2 ●●
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 th

874
pamelalbeck
Level 4 ●●●●
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?

100
JamesScutt
Administrator
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! ⬅️

939
AdamK12
Level 5 ●●●●●
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.

13912
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

444
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?

714
AdamK12
Level 5 ●●●●●
AdamK12
Level 5 ●●●●●
AdamK12Level 5 ●●●●●
posted in Customer Experience (CX)
Regardless of what you think about him...

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

586
vgayraud
QPN Level 6 ●●●●●●
SteveBelgraver
Level 5 ●●●●●
SteveBelgraverLevel 5 ●●●●●
posted in Customer Experience (CX)
How to accommodate for cultural differences when measuring CX?

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 y

503
AdamK12
Level 5 ●●●●●
JamesScutt
Administrator
JamesScuttAdministrator
posted in 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?

70
JamesScutt
Administrator
JamesScutt
Administrator
JamesScuttAdministrator
posted in 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
JamesScutt
Administrator
SteveBelgraver
Level 5 ●●●●●
SteveBelgraverLevel 5 ●●●●●
posted in Customer Experience (CX)
How do you measure the experience in the making?

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 journey I 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 br

534
SteveBelgraver
Level 5 ●●●●●
E
Emilyp
posted in Customer Experience (CX)
Auto-closed and Proactive Support Cases

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?

555
S
Level 6 ●●●●●●
J
Jkitterman
asked in Customer Experience (CX)
Impact of merger/acquisition announcement

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!

602
J
AlonsoC
Administrator
AlonsoCAdministrator
published in Experience management (XM)
XM Thought Leadership Roundup - January 24th, 2025Blog

Recent conversations include how culture influences CX strategies & ideas to enhance feedback through open commentary. Here’s the TL:DR version: Customer Experience ​@SteveBelgraver pointed out how cultural differences might impact the customer experience. ​@ahmedA shared his thought, “Whether it’s changes in culture, departments, or even the time of year, the true value of a metric lies not just in its absolute value, but in analyzing how it changes.” Our XM Community is a truly global one and is uniquely positioned to join the conversation. Share your thoughts! Digital Feedback ​@m3gonzal is seeking ideas for how digital clients can provide insightful comments. Share your expertise!

240
AlonsoC
Administrator
m3gonzal
m3gonzal
posted in Experience management (XM)
Digital Feedback - Open Commentary

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

230
m3gonzal
AlonsoC
Administrator
AlonsoCAdministrator
published in Experience management (XM)
XM Thought Leadership Roundup - January 10th, 2025Blog

Recent discussions include the impact of organizational change and an invitation to speak at an upcoming CX conference. Here’s the TL:DR version: Organizational Change Management ​ @Jkitterman is looking for research on how merger or acquisition announcements affect customer loyalty. ​@Aggarwal shared a research article that explores the impact of M&A on clients by using customer survey data. Read the full article Call for Participation ​@jaesun is inviting CX professionals to present at the CXPA Rochester Network Learn more about this exciting opportunity and reach out if interested! Comment of the Week 🏆 ​@SteveBelgraver mentioned the Service Recovery Paradox to illustrate what organizations can do to recovery from failure. Read the full conversation

622
SteveBelgraver
Level 5 ●●●●●
J
Level 1 ●
jaesunLevel 1 ●
asked in Customer Experience (CX)
CALL FOR CX SPEAKERS (2025)

Calling All CX Trailblazers! Are you ready to inspire a global audience of CX professionals and share your expertise with some of the brightest minds in the industry? The CXPA Rochester Network is looking for dynamic Customer Experience speakers to join our lineup for 2025! With over 500 CX professionals from brands like AT&T, L.L. Bean, General Motors, Qualtrics, Verizon, and more, our network is the perfect platform to showcase your ideas and leave a lasting impact. Our monthly online presentations consistently draw 50-100 engaged participants from across the U.S. and countries like Brazil, India, South Africa, and the UK. Why present with us? Amplify your reach through LinkedIn, Eventbrite, and the global CXPA website. Share practical, actionable insights with a community hungry to learn. Be part of a network committed to connection, authenticity, and championing excellence in CX. Whether you're a seasoned CXO or a passionate practitioner with a story to tell, we want YOU to take th

370
J
Level 1 ●
J
Level 4 ●●●●
jbkLevel 4 ●●●●
posted in Customer Experience (CX)
Power of Trust in Customer Experience: How Brands Can Rebuild After a Crisis

What role does trust play in customer experience, and how can brands rebuild trust after a significant failure?

523
SteveBelgraver
Level 5 ●●●●●
AlexandreLeduc
QPN Level 3 ●●●
AlexandreLeducQPN Level 3 ●●●
posted in Customer Experience (CX)
DXA best practices

Hello community, I’m curious to see if some people have experienced DXA and have best practices to share or common errors to avoid as I’m in the early stages with this feature. Thank you for sharing your knowledge to the community.

982
AlexandreLeduc
QPN Level 3 ●●●
AlonsoC
Administrator
AlonsoCAdministrator
published in Experience management (XM)
XM Thought Leadership Roundup - December 06th, 2024Blog

This week featured discussion on topics including EX, DXA, and brand development. Here’s the TL:DR version: Brand Development ​@julian.silva inquired about convincing small companies to invest in brand development ​@Aggarwal recommended using successful examples like Patagonia and Warby Parker to illustrate the benefits of strong brand equity. ​@Chee Heng_SZ highlighted the risks of neglecting brand growth, including stagnation Read the full conversation ​@jbk asked how brands can rebuild trust after failures ​@ScottG noted that brand resilience is tested in crises and can even turn into advocacy sharing, “When the response doesn’t match the impact, it has lasting effects.” Read the full conversation Employee Engagement ​@Aggarwal asked about trends in employee engagement surveys ​@pamelalbeck shared the pros and cons of lengthy surveys. Additionally, she’s excited about how incentives in 2025 will affect response rate. Is offering gift cards still a good incentive strategy? Read the f

711
AlexandreLeduc
QPN Level 3 ●●●
julian.silva
Level 2 ●●
julian.silvaLevel 2 ●●
posted in Customer Experience (CX)
Insights on brand development

Hello! I’m new to the XM Community and have worked in CX for over a decade now. I’m intrigued by the ever evolving nature of this field! According to Qualtrics 2025 Global Trends Report , trend 1 reveals a decline in loyalty among customers even as brands spend more. As an independent consultant for small businesses communicating the value in investing in brand development is difficult especially as it may not bear fruit until later in the future. Any thoughts on how you frame the value of investing in brand development? I would especially love to hear from other independent consultants or small business owners! Much thanks!!

715
julian.silva
Level 2 ●●
SteveBelgraver
Level 5 ●●●●●
SteveBelgraverLevel 5 ●●●●●
posted in Experience management (XM)
are XLAs the next step for XM?

Qualtrics defines XM (Experience Management) as " a holistic approach to listening to the voice of customers, employees, and other stakeholders and using the knowledge, understanding and insights to design and improve the experiences you deliver. It’s used by organizations to launch new experiences based on powerful market research to uncover unmet customer and employee needs, and then to continually optimize those experiences as their market and their stakeholders’ needs change ".* Although Lord Kelvin and Peter Drucker’s quotes may be a bit tongue in cheek, they do make one wonder how XM is actually managed . And when done well, how does one show a holistic promise being delivered on? Translating a qualitative experience into a quantitative measure is of course a challenge. Or is it? *What is Experience Management (XM)? | Qualtrics

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Michael_Cooksey
Administrator

Read Me: How to Create an Account on the Experience Community 💜

Michael_Cooksey
Administrator
2 days ago

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