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XM Thought Leadership

Discussions about XM, CX, EX or Strategy and Research.

897 Topics
Michael_Cooksey
Administrator
Michael_CookseyAdministrator
published in XM Thought Leadership
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).

2427
Temily B
Level 2 ●●
1 month ago
AnnaP
Level 2 ●●
AnnaPLevel 2 ●●
asked in CX Dashboards
Comparison in Gauge widget

Hi,I’ve tried to add a “comparison” to the gauge widgets in CX Dashboards.I would like to show the last 3 rolling month satisfaction score and show comparison the previous 3 month roll satisfaction score. and for this to be keep updating each month.Am I right to say this is not possible?  I don’t think I can use benchmark as I believe it only works on a static value. And in my case this value will be changing each month.Any idea of how to show this comparison in a gauge widget in CX?Thanks!

121
J
Level 4 ●●●●
1 day ago
D
DarPsh
asked in CX Dashboards
Date calculation display in CX Dashboard

Hi Community, i have a date picker question in a survey that i have build (see reference at the bottom of the page).i connected this survey as a source for a CX dashboard.now, i want to create a date calculation based on (date chosen in the question )-(live date) and to show the number of days that are the difference between two dates in a record table widget in the dashboard.is this possible and if so, how can i do that. Thanks in advance,Dar Date picker question: 

202
J
Level 2 ●●
1 day ago
J
Level 4 ●●●●
jbkLevel 4 ●●●●
posted in XM Thought Leadership
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?

282
J
Level 4 ●●●●
5 days ago
S
Level 1 ●
sophie_grLevel 1 ●
asked in CX Dashboards
response rate: recorded responses / emails sent both for one month

Hello,is it possible to set up a response rate follwoing the logic, that can then be displayed/ tracked over a time course (e.g. using Dashboard filters):all responses recorded in a month / all emails sent in the same month So far I’ve only found the possibility to either use the Email Sent Time for filtering: answers are missing that were recorded in the month, but email was sent in a previous month, leading to lower response ratesor using the custom metric surveys finished (filter: survey finished time =this month)/ emails sent (email sent time = this month): no possibility for filtering with dashboard filters or displaying teh development over time.Any suggestions or ideas, what could help?Best wishes :)

314
S
Level 1 ●
8 days ago
AlexandreLeduc
QPN Level 2 ●●
AlexandreLeducQPN Level 2 ●●
posted in XM Thought Leadership
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. 

452
AlexandreLeduc
QPN Level 2 ●●
9 days ago
N
Nathan Gates
asked in CX Dashboards
Issue - Duplicated widgets in recurring email

Hello XM Community!  Can anyone help with duplicated widgets in a recurring email? I have a dashboard page setup with a text box widget and comment ticker widget, which is filtered to show “last week’s customer comments”, and I send this across the business every Monday morning by recurring email.  The email is set up using the Export Dashboard → Email Dashboard feature within the dashboard.  The issue I am facing is the email will show the text box and comment ticker appropriately at the top of the email, along with a link to “view this dashboard” or unsubscribe.  Below this, the text box and comment ticker is duplicated.My goal is for recipients to see the customer comments directly in the email, but not be duplicated.  Does anyone have any insight on how to prevent the widgets from showing twice? Thanks for your help!Here is a screenshot of my settings... 

261
AlexandreLeduc
QPN Level 2 ●●
9 days ago
AlonsoC
Administrator
AlonsoCAdministrator
published in XM Thought Leadership
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? R

521
AlexandreLeduc
QPN Level 2 ●●
15 days ago
julian.silva
Level 1 ●
julian.silvaLevel 1 ●
posted in XM Thought Leadership
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!! 

645
julian.silva
Level 1 ●
15 days ago
S
QPN Level 2 ●●
Susana_BrancoQPN Level 2 ●●
asked in CX Dashboards
dashboard with more than 60. Ideias?

A dashboard only accepts 60 sources. Any ideas or suggestions for handling more? I want to create a global dashboard to have an overview of my 87 touchpoints.

364
S
QPN Level 2 ●●
17 days ago
I
ihill
asked in CX Dashboards
Pie chart from multiple variables

Hi I need a way to combine multiple numeric variables in order to generate a pie chart widget. For instance. I have questions where respondents have entered numeric values. I would like to display a pie chart that shows the weight of the sum of each category. I know that pie chart widgets only take in one variable, but I saw a use case where someone was able to do this so I am wondering how to accomplish this. Do I need to make sort of custom field or custom variable? I am new to Qualtrics and am open to any solution type.

475
J
Level 4 ●●●●
17 days ago
V
vizz
asked in CX Dashboards
Number chart with distinct count

HI,I should insert an indicator in the dashboard that shows me how many times there are unique values in the dataset with respect to a certain embedded data.Example I have 4 answers with an embedded data ProjectCode valued like this:ax11122ax11122ax11123ax11124The count distinct should return 3 because there are 4 answers with 3 unique values of the embedded data ProjectCode.How can I set a "number chart" to return this result?Thank you

2605
N
Level 3 ●●●
18 days ago
Aggarwal
Level 3 ●●●
AggarwalLevel 3 ●●●
asked in XM Thought Leadership
EX employee engagement

what new trends have you seen in employee engagement surveys in 2024 and how you are changing surveys in 2025? 

512
Michael_Cooksey
Administrator
18 days ago
D
DaniD
asked in CX Dashboards
Bulk Filter and Export dashboard page to non-users

Hello, I am wanting to setup our customer service officers (about 2,500 of them) to receive a pdf filtered view of the dashboard via email. The idea is to use their email as a filter for the dashboard and send it to them.Unfortunately, they are not Qualtrics dashboard users so we cannot apply the “set default value from user attribute” function. Is there another way to do this filter without creating a user? Any outside of the box ideas are welcome! Thank you!Dani

291
J
Level 4 ●●●●
25 days ago
S
QPN Level 2 ●●
Susana_BrancoQPN Level 2 ●●
asked in CX Dashboards
Widget that shows me only: for all the months/years the data was collected, the lowest NPS value.

I want a widget that shows me only, for all the months/years the data was collected, the lowest NPS value. With Top and Bottom I can only get the value of the question (0-10), and with the custom metric or NPS, it doesn’t provide Bottom or Top. Anyone have ideias?

294
A
Level 7 ●●●●●●●
25 days ago
A
Level 2 ●●
AnalystRACLevel 2 ●●
asked in CX Dashboards
Issues with Weighting - results changed on dashboard

Is anyone experiencing issues with Qualtrics weighting?  I suspect that something changed over the weekend. When I checked the results on my dashboard last week, the results were displayed correctly / as expected. Coming back Monday morning, there are lot of discrepancies in the results. The results This is true for all our historical dashboards and closed projects too. 

141
J
Level 4 ●●●●
26 days ago
kgillis
Level 4 ●●●●
kgillisLevel 4 ●●●●
asked in CX Dashboards
text set percentages to gauge chart

I'm thinking about making a gauge chart that will essentially show the number percentage of the "yes" (pictured in a measure group, I would break this out for each question). I.E. I would have a gauge chart for "(Forward) Open Ended Power Question" and it would show 25%, “(Need) Explained Need for the Call” would show 75%, etc.... What's the best way to do this? Right now I have the question mapped in as a text set.  

272
J
Level 4 ●●●●
1 month ago
SteveBelgraver
Level 4 ●●●●
SteveBelgraverLevel 4 ●●●●
posted in XM Thought Leadership
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

786
Michael_Cooksey
Administrator
1 month ago
Michael_Cooksey
Administrator
Michael_CookseyAdministrator
published in XM Thought Leadership
💡 Introducing: XM Thought Leadership | Contribute, Share, & Earn 2X Points

Introducing: XM Thought Leadership on the XM Community Our Community members around the world are looking for new ways to share their expertise here on the XM Community, and we are proud to offer a new way to contribute knowledge: XM Thought Leadership The XM Thought Leadership category on the XM Community is a place for everyone to come together in a Community of Practice, by posting thought-provoking questions related to CX, EX, Strategy & Research, and more. This new category is open to all XM Community members and will differ from other posts in the Community in that this new category is not intended for Qualtrics product questions (eg., how do I do xyz in Qualtrics). Instead, this category is a destination for creative, open-ended questions related to XM practice and theory. Questions can include topics as diverse as:What is the future of CX? What role does AI play in improving EX outcomes? How will consumer feedback shape CX trends in 2025? In what ways can we optimize experi

1091
Nam Nguyen
QPN Level 8 ●●●●●●●●
1 month ago
Nam Nguyen
QPN Level 8 ●●●●●●●●
Nam NguyenQPN Level 8 ●●●●●●●●
asked in CX Dashboards
View contact timeline in Dashboard

Hi Community,My Qualtrics End Users is trying to know every Interactions of a single customer and their survey respond lead to what behavior. Is there a way to present the contact Timeline data contain of Transaction and Responses in Directory like this in Dashboard or some sort of it to save them the hassle of jumping around from Dashboard to Directories? Any walk around idea would be appreciated!  

535
AlonsoC
Administrator
1 month ago
R
Radiazma
asked in CX Dashboards
Survey progress

How can I add a widget to my dashboard that shows progress percentages for unfinished surveys? 

391
Shashi
Level 8 ●●●●●●●●
1 month ago
T
Tameri
asked in CX Dashboards
Modifying bar thickness in a bar chart?

I am trying to increase the height of a bars in a bar chart, this should be a very simple edit option but cannot find it.

1376
T
2 months ago
A
Level 1 ●
ale9992Level 1 ●
asked in CX Dashboards
Info submitted in the authenticator to retrieve in the data export

Hello,If I add an authenticator in the survey in a way that I want participant to do the survey upon the entry of a password. Let’s suppose one participant as to enter 12345 to enter the survey as it is the info for the corresponding ‘recipiendexternaldatareference’.When I do the ‘Export data’ in qualtrics can I retrieve in the exported file this information, namely for each participant the password they entered in the survey. I tried one export, but could not find this info, maybe there are some options I need to set.

373
Nam Nguyen
QPN Level 8 ●●●●●●●●
2 months ago
A
Level 1 ●
ale9992Level 1 ●
asked in CX Dashboards
Hide Language box on top right

Hi,I want to hide the drop box at the top right of every page. I do no want participants to see them and prevent them from changing the language. How can I do that? See image attached. Thanks 

242
A
Level 1 ●
2 months ago
C
charlesheckert
asked in CX Dashboards
Generated Test results

I have just started my onboarding with my new position using Qualtrics. I have been using the generated test results from the tool box in the survey window and all of the Data & Analysis feedback comes back in what appears to be in the Spanish language. When I imported test results from the challenges in the XM Fundamentals Certification Course, they also import as Spanish. What do you think I am doing wrong? Thanking you in advance for any advise you can share with me.

262
Nam Nguyen
QPN Level 8 ●●●●●●●●
2 months ago

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