Heart of the Customer

JULY 3, 2021

Research from CustomerThink, Forrester, Pointillist, and the XM Institute agree: Few CX programs can prove that their work matters to business outcomes. This reminds me of a story from my college days. I was visiting my buddy Rick, and we went down to the rec room in the basement of his dorm to shoot some […].

CX 88

CX Customer Satisfaction Customer Experience 88

Doing CX Right

SEPTEMBER 26, 2022

Bruce Tempkin, head of Qualtrics Experience Management (XM) Institute, explains 6 rules for leaders to "boost inertia" and radically improve customer service, employee satisfaction, and all human experiences at scale. The post Leading Experience Management During Uncertain Times appeared first on Doing CX Right.

CX 64

CX Customer Service Customer Loyalty 64

Heart of the Customer

MAY 21, 2021

According to the XM Institute, when the emotional experience is rated highly, 76% of customers are promoters. It’s hard to overstate how much building an emotional connection with customers matters. When it’s rated low, only 6% are. But if […].

NPS 78

NPS Customer Satisfaction CX Customer Experience 78

Customer Think

JULY 6, 2021

Research from CustomerThink, Forrester, Pointillist, and the XM Institute agree: Few CX programs can prove that their work matters to business outcomes. This reminds me of a story from my college days.I was visiting my buddy Rick, and we went down to t.

CX 80

CX Customer Experience 80

Steven Van Belleghem

JANUARY 10, 2023

The Qualtrics XM Institute spoke to over 33,000 consumers across 29 countries about what makes them loyal to brands. IBM Institute for Business Value: 5 trends for 2023. IBM Institute for Business Value investigates how businesses must embrace chaos and take charge in the coming year. Check the report here. The answer?

CX 134

CX Entertainment AI Engineering 134

Chip Bell

NOVEMBER 17, 2020

Suffice it to say that Qualtrics’ XM Institute found a precipitous decline in customer engagement and loyalty (as reflected in the NPS®) when comparing results from 2019 to 2020. Specifically, the finding showed declines in all 20 industries that the Qualtrics XM Institute tracks, “Overall NPS dropped from 29.8

Net Promoter Score 111

Net Promoter Score Customer Experience E-commerce NPS 111

Help Scout

JUNE 22, 2021

Qualtrics XM Institute ). Nearly 80% will forgive a bad experience if they rate the service team as “very good.”) ( Qualtrics XM Institute ). Qualtrics XM Institute ). Qualtrics XM Institute ). The Human Resource Institute estimates that turnover costs about $10k-$15k for a frontline employee.

Customer Service 129

Customer Service Social Media Omnichannel NPS 129

Fonolo

JANUARY 4, 2022

Source: Qualtrics XM Institute. ” Qualtrics XM Institute. Source: Qualtrics XM Institute. For example, only 13% of education institutions are using A.I. The Human Resource Institute estimates that turnover costs about $10k-$15k for a frontline employee. Source: HubSpot. Source: Hubspot.

Customer Service 142

Customer Service Social Media Contact Center Artificial Intelligence 142

Qualtrics

NOVEMBER 5, 2020

To help your business understand its CX performance and how it compares to companies in your industry, Qualtrics XM Institute released the second annual XMI Customer Ratings. This is the second year the Ratings are being published by the XM Institute, continuing the publication of the Temkin Ratings. Get Started.

Net Promoter Score 49

Net Promoter Score NPS CX Customer Experience 49

Qualtrics

DECEMBER 10, 2020

Experience management (XM) is the discipline of using experience data and operational data (X + O data) to measure and improve every interaction that people have with your company. XM has become an organizational habit by which companies don’t simply sell goods and services – they deliver end-to-end experiences. X + O data.

Artificial Intelligence 52

Artificial Intelligence Machine Learning Social Media Customer Satisfaction 52

Qualtrics

FEBRUARY 20, 2020

You’ll find it all at X4 – stories from the brands using XM to deliver breakthrough results, thought leadership from the best in the business, and an inside look at the tech helping XM professionals reach new heights in employee experience. Take your XM program to a new level with world-class thought leadership. Don’t measure.

Government 32

Government Close the Loop Gaming Innovation 32

Qualtrics

FEBRUARY 18, 2020

You’ll find it all at X4 - stories from the brands using XM to deliver breakthrough results, thought leadership from the best in the business, and an inside look at the tech helping organizations modernize their market research. What’s new in XM? Take your XM program to a new level with world-class thought leadership.

Government 29

Government Close the Loop Healthcare Innovation 29

Qualtrics

DECEMBER 22, 2020

Discover why universal human behavior traits are key to a successful XM activation. Experience management (XM) is becoming increasingly vital to organizations’ long-term business success. Why human behavior is important to XM. Consequently, neglecting the human-side of XM is a huge and costly mistake. Taking action.

Construction 49

Construction Technology Technology Customer Experience 49

Qualtrics

NOVEMBER 19, 2021

That’s where Qualtrics XM Institute customer ratings help. Qualtrics XM Institute’s customer ratings provide a cross-industry, open-standard benchmark of customer experience. This is the third year the ratings are being published by the XM Institute. Standout findings for XMI customer rating benchmarks.

Net Promoter Score 26

Net Promoter Score NPS CX Customer Experience 26

Fonolo

APRIL 4, 2023

Source: Qualtrics XM Institute 83% of customers agree that they feel more loyal to brands that respond and resolve their complaints. ” Source: Qualtrics XM Institute Nearly 80% will forgive a bad experience if they rate the service team as “very good.” Source: Salesforce 51% of agents without A.I.

Contact Center 81

Contact Center Customer Service Social Media Artificial Intelligence 81

Qualtrics

FEBRUARY 18, 2020

You’ll find it all at X4 - stories from the brands using XM to deliver breakthrough products , thought leadership from the best in the business, and an inside look at the tech helping organizations turn products into obsessions. Bruce Temkin, Director of the XM Institute. 13:30-13:50 // Weds, March 11 // XM Institute Theater.

Artificial Intelligence 29

Artificial Intelligence Healthcare Government Start-ups 29

Qualtrics

JANUARY 29, 2020

Everywhere I go, I find passionate XM professionals who are looking to help their organizations tap into the power of Experience Management. XM is clearly a global movement. Having said that, XM is not being adopted in the same way across every region. We published the insights in a new report, The Global State of XM.

Sales 32

Sales CX Technology Technology 32

Qualtrics

JANUARY 29, 2021

Professionals who have become experience management (XM) experts in the last 10 or 20 years have often drawn on the building blocks of other experiences to get to where they are today. As part of our series on CX visionaries , we interviewed Aimee Lucas, XM Catalyst with the XM Institute. On building a culture around XM.

Sports 26

Sports Technology Technology Machine Learning 26

Experience Investigators

JUNE 13, 2023

Qualtrics XM Institute’s 2021 State of the XM Profession Report indicated that more than 40% of CX leaders spent time in strategy, customer service, marketing/PR, and operations. The rationale is straightforward: marketing is outward-facing and focused on understanding and fulfilling customer needs.

Customer Experience 59

Customer Experience CX Touchpoint B2C 59

Qualtrics

FEBRUARY 17, 2020

You’ll find it all at X4 – stories from the brands using XM to deliver breakthrough results, thought leadership from the best in the business, and an inside look at the tech helping EX professionals reach new heights in employee experience. Ben Grainger, Principal XM Catalyst, XM Institute.

Close the Loop 29

Close the Loop Gaming Healthcare Innovation 29

Qualtrics

FEBRUARY 10, 2020

These chat logs can then be brought into the XM Platform alongside feedback from other listening channels. XM Institute Benchmarks. It puts the people closest to your customers, products and organization at the heart of your XM program and helps you develop more engaged employees. Any channel, any time.

CX 58

CX Close the Loop Unstructured Data Social Media 58

Qualtrics

DECEMBER 9, 2020

As we look ahead, to remain competitive over the next decade businesses will realign their operations around XM by embedding these same CX capabilities across every core business pillar - customer, employee, product, and brand. Modern XM is about moving from measurement to action. Iconic brands finding a competitive advantage with XM.

Sentiment Analysis 32

Sentiment Analysis Artificial Intelligence Government Machine Learning 32

Qualtrics

AUGUST 9, 2021

Josh Lee, VP, Head of Digital CX, Fashionphile was joined by Bruce Temkin, CCXP, XMP, Director of Qualtrics XM Institute to discuss the trends shaping consumer experience and what they mean for brands. At the heart of the discussion was how we use data to design and improve the customer experience. Meeting evolving customer needs.

E-commerce 26

E-commerce CX Customer Relationship Customer Feedback 26

Qualtrics

NOVEMBER 8, 2019

To help your business understand how it ranks in CX and identify steps you can take to take your offerings to the next level, Qualtrics XM Institute is excited to launch this year’s XMI Customer Ratings – Overall. LEAD: Architect, align, and sustain successful XM efforts. Read the Report.

CX 4

CX Actionable Insights Customer Experience Management Customer Experience 4

Qualtrics

FEBRUARY 10, 2020

XM Basecamp Live is a day chocked full of practical hands-on training, courses to suit your needs, networking, best practice, and advice from XM experts. 2019 XM Basecamp Live attendee. What is XM Basecamp Live? XM Basecamp Live includes a full day of hands-on training. 2019 XM Basecamp Live attendee.

Technology 26

Technology Technology 26

Qualtrics

FEBRUARY 25, 2020

The XM Institute ’s new report, Three Shifts for Employee Experience Success, explores how companies can overcome employee engagement stagnancy and replace those outdated beliefs by making three shifts in their mindsets and actions: 1. and the report identifies program considerations across the XM Operating Framework : Culture.

Compliance 34

Compliance Actionable Insights Technology Technology 34

Qualtrics

FEBRUARY 20, 2019

Today, he heads up the XM Institute TM at Qualtrics®, with the goal of making it the world’s premier center of excellence for all things experience management. On joining forces with Qualtrics and the XM Institute. We’re helping companies to understand and operationalize XM”. Book Your Place.

CX 30

CX Non-Profits Manufacturing B2B 30

Qualtrics

MARCH 14, 2019

X4 2019 saw over 10,000 of the world’s Experience Management leaders gather in Salt Lake City for the biggest XM event ever seen. It starts with push notification, straight from the XM Mobile app, which takes you straight to focus areas – an intelligently prioritized ranking of key drivers, so you know exactly what to focus on first.

Innovation 46

Innovation Customer Experience B2B B2C 46

Qualtrics

APRIL 9, 2020

XM Institute. Principal at the XM Institute. The XM Institute just implemented a virtual happy hour recently,” says Ben. So how can you help enable this effectively across your organization? Benjamin Granger Ph.D., Leanne Buehler, Ph.D., If X, Y, Z doesn’t change, what is likely to happen?

Start-ups 34

Start-ups 34

Qualtrics

JANUARY 3, 2020

The XM Institute recently published a new report, The ROI of Customer Experience, 2019. It examines the connection between customer experience and loyalty across 20 U.S.

Net Promoter Score 68

Net Promoter Score Customer Experience CX NPS 68

Qualtrics

DECEMBER 10, 2020

Experience management (XM) is the discipline of using experience data and operational data (X + O data) to measure and improve every interaction that people have with your company. XM has become an organizational habit by which companies don’t simply sell goods and services – they deliver end-to-end experiences. X + O data.

Artificial Intelligence 20

Artificial Intelligence Machine Learning Social Media Customer Satisfaction 20

CallCare

AUGUST 17, 2021

In fact, experience management experts Qualtrics XM Institute claim that 89 per cent of companies with “significantly above average” customer experience actually perform better than their competitors. [3].

Customer Experience 52

Customer Experience Touchpoint Customer Loyalty Customer Experience Management 52

ClearAction

OCTOBER 25, 2022

Only 8% of firms are in the top 2 levels of CX maturity, compared to 13% in 2019, per the XM Institute 2022 State of Customer Experience study. The ACSI (American Customer Satisfaction Index) reported that customer satisfaction is at its lowest point in 16 years.

CXM 71

CXM CX Sports Customer Experience Management 71

Qualtrics

JULY 2, 2019

XM Institute Benchmarks. NPS Benchmarks from the XM Institute help your organization to clearly understand the leaders delivering the best customer experiences in each industry and identify how the results of your organization compare. Thanks for taking the time to learn what’s new in Customer XM at Qualtrics.

Innovation 39

Innovation Close the Loop Social Media NPS 39

Qualtrics

JULY 22, 2021

According to Qualtrics XM Institute, customers are: 4.2x According to research from Qualtrics XM Institute , just one bad experience can lead to a 9.5% Relationship programs improve retention, loyalty , and lifetime value. Not only will they stay longer, but they’ll recommend you to others if they're happy too.

Net Promoter Score 26

Net Promoter Score NPS Customer Relationship CRM 26

Qualtrics

NOVEMBER 19, 2019

As part of our XM Visionaries series, we’re taking a look at some of the most inspiring quotes from leaders working in XM. These XM ( experience management ) leaders are bridging the gap and turning employees into ambassadors and customers into fanatics. – Bruce Temkin, Head of the XM Institute at Qualtrics.

Healthcare 31

Healthcare Retail CX Compliance 31

Qualtrics

APRIL 30, 2019

According to Disney Institute , the answer lies in a time-tested concept it teaches in its training and professional development courses. As a leader, you are sending a message to everyone about what you value in the way that you behave,” says Jeff James, vice president and general manager at Disney Institute. About Disney Institute.

Customer Experience 36

Customer Experience Technology Technology 36