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XM Thought Leadership

Thought leadership XM, CX, EX or Strategy and Research

  • 4 Topics
  • 14 Replies
4 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).

2207
Temily B
Level 1 ●
21 days ago
julian.silva
julian.silva
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!! 

110
julian.silva
14 hours 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

656
Michael_Cooksey
Administrator
16 days 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

481
Nam Nguyen
QPN Level 8 ●●●●●●●●
16 days ago

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