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XM Thought Leadership

Thought leadership XM, CX, EX or Strategy and Research

  • 8 Topics
  • 25 Replies
8 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
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 ●●
2 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

471
AlexandreLeduc
QPN Level 2 ●●
8 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 ●
8 days ago
J
Level 3 ●●●
jbkLevel 3 ●●●
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?

241
S
Level 6 ●●●●●●
9 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? 

472
Michael_Cooksey
Administrator
11 days ago
SteveBelgraver
SteveBelgraver
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

1031
Nam Nguyen
QPN Level 8 ●●●●●●●●
1 month ago

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