Thought leadership XM, CX, EX or Strategy and Research
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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).
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! Earn x2 the points when you engage in the XM Thought Leadership Category. Learn more
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
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
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
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 Earn x2 the points when you engage in the XM Thought Leadership Category. Learn more
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 the
How many surveys should a team run? Engagement, wellbeing, onboarding, exit, pulse, adhoc, facilities etc, etc. How to avoid survey fatigue and how you make sure surveys dont overlap.
What role does trust play in customer experience, and how can brands rebuild trust after a significant failure?
what new trends have you seen in employee engagement surveys in 2024 and how you are changing surveys in 2025?
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!
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.
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
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!!
