It's a common practice in customer experience, and a vital one: closed-loop response to customer feedback. Simply put: you need to make sure you respond to customers in a timely and appropriate way. But, like all things in life, it’s not that simple and if not done well it can actually create poor experiences for your customers. This is why it’s critical to get front line employees engaged in CX and understand the processes set in place that provide the best possible experiences for customers. Guest host Pat Gibbons welcomes Greg Chase, an XM catalyst with the Qualtrics XM Institute, for a discussion on closed-loop feedback response.
A resource for customer experience (CX) and experience management (XM) professionals. 
Episodes tagged “Qualtrics XM Institute”
For many companies the call center (or "contact center") is the frontline of their customer experience. And the past couple of decades have seen the channels in which customers can interact with your company explode beyond the simple phone call: email, live chat, social media... But are we failing to recognize the true value and potential of the contact center? Host Steve Walker welcomes Bruce Temkin of the Qualtrics XM Institute to discuss the newest technologies that help companies utilize the full potential of their contact centers.
This podcast has always maintained that customer experience is one of the best differentiators you can leverage in driving customer loyalty. And there’s yet another piece of research that is proving this assertion, with customers giving companies a clear warning about 2022: “we won’t tolerate bad experiences.” Host Steve Walker welcomes Bruce Temkin, head of the Qualtrics XM Institute, to discuss the results of their "2022 Global Consumer Trends" report.
The employee experience is becoming more critical in making certain your company has the best possible customer experience. But there’s one department that is critical in establishing and maintaining an effective EX program: human resources. Host Steve Walker welcomes Dr. Cecelia Herbert, a certified experience management professional and a principal XM catalyst for the Qualtrics XM Institute, for a discussion on the importance of building relationships with human resources to improve the customer and employee experience.
CX professionals tend to get excited about some of the new concepts, practices, and technologies that are available to help companies provide the best possible experience for their customers. But it’s easy to get “swept away” by the excitement of how CX is growing and sometimes forget some of the basics of the profession. Host Steve Walker welcome Luke Williams, a distinguished principle XM catalyst at the Qualtrics XM Institute, for a discussion on the basics and how the growing field of experience management - or "XM" - fits into the mix.
The Qualtrics XM Institute recently released 2021 Global Consumer Trends, a report focusing on how consumer behavior will continue to change in a post-pandemic world. The report takes a look at consumer behavior and attitudes across 18 countries and covers many topics including loyalty, NPS, and post-COVID online behaviors. Host Steve Walker and Moira Dorsey of the Qualtrics XM Institute continue their discussion on the report's findings and the valuable insights it provides for CX professionals.
The Qualtrics XM Institute recently released 2021 Global Consumer Trends, a report focusing on how consumer behavior will continue to change in a post-pandemic world. The report takes a look at consumer behavior and attitudes across 18 countries and covers many topics including loyalty, NPS, and post-COVID online behaviors. Host Steve Walker welcomes Moira Dorsey, a principal XM catalyst at the Qualtrics XM Institute for a discussion on the insights found in the report.
CX professionals understand the difficulties in expanding existing programs: organizational silos, by-in from leadership, sunsetting older programs… It’s a stressful task. However, a recent study by the Qualtrics XM Institute discovered that programs successful at expanding throughout their company have a common “cycle” to how they operate. Host Steve Walker welcomes Ben Granger, the principal XM catalyst at the Qualtrics XM Institute to discuss the “XM Diffusion Cycle,” a “set of techniques that allow organizations to strategically expand [experience management].”
There are certain truths within the practice of customer experience that CX pros often observe. But when something becomes a “law”, like the laws of nature, that has a much more fundamental connotation. Host Steve Walker welcomes Isabelle Zdatny, an XM Catalyst and certified customer experience professional at the Qualtrics XM Institute, to discuss “The Six Laws of Experience Management” which helps companies understand the realities of human behavior within the context of XM.
In their latest report, "Next-Level CX for B2B Companies," Walker teamed up with the Qualtrics XM Institute to assess the current state of B2B CX. Host Steve Walker welcomes back guest Dr. Troy Powell to discuss the report, highlighting findings of low CX maturity in B2B companies, and how CX leaders can align CX programs and design truly exceptional customer experiences.