Business leaders are increasingly focused on keeping employees, customers and communities safe as they return to the workplace after 18 months of pandemic disruption. In a recent Qualtrics webinar – Managing a Safe Return to Work. In a recent Qualtrics webinar – Managing a Safe Return to Work – we took a closer look at managing a safe return to work, while also considering the impact on customer and brand experience. Business leaders are increasingly focused on keeping employees, customers and communities safe as they return to the workplace after 18 months of pandemic disruption. In a recent ..read more

Leveraging federal requirements to advance CX maturity The Presidential Executive Order on customer experience is a major milestone in the movement to bring the power of experience management to focus government policies, programs, and services on the people they are designed to help. Savvy CX professionals have eagerly awaited the EO to assess how it can help them advance CX maturity in their agency and beyond. The EO’s mandates can serve as an accelerator to the momentum that has been steadily building. Learn more about Qualtrics' solutions for government. CX professionals in the federal gov ..read more

Technology has long been a central part of the employee experience. Qualtrics research shows that when employees are satisfied with their IT services and technology experience they are 230% more engaged at work, have 85% higher intent to stay, and are 13 times more likely to say that their overall employee experience at the company exceeds their expectations. However, the disruption we have all experienced over the past 20 months has hastened the digitization of the workplace, putting new emphasis on employees’ technology needs and preferences. And in many cases, these needs aren’t being met ..read more

New research from Qualtrics and ServiceNow revealed 80% of customers said they have switched brands because of poor customer experience, and 43% of respondents said they were at least somewhat likely to switch brands after only a single negative customer service interaction. Poor customer service was the most cited reason for switching brands.  As people flocked to digital over the past 18 months, companies have struggled to keep up, leading to fragmented and frustrating customer experiences. When switching costs are close to zero and customers are more willing to switch brands due to poo ..read more

Help your organization’s working parents and caregivers find better work-life balance. Use these 7 tips to get started. Working parents face unique challenges in the workplace, often compromising and reprioritizing their time to fulfill all of the commitments on their plates. Organizations – and managers in particular – must demonstrate empathy and support for working parents to enable them to be successful in their dual (or sometimes myriad) roles. Doing so benefits both the parent – by having the flexibility to get their work done when it works for them – and the organization – by attracting ..read more

Having an effective customer service team can be a make or break for your business. One-third of consumers say they would consider switching companies after just one instance of bad customer service, and it takes 12 positive customer experiences to make up for one negative experience, so every interaction needs to be on brand and on-point. This is especially true as the world moved into an eCommerce-driven buying environment, where a support agent may have been the only human point of contact a potential customer has with your brand. And then, 2020 happened. Teams rapidly shifted to remote wor ..read more

How does quality assurance (QA) differ from quality control? What role does it play in improving your brand’s products and services? Read on to find out how QA can revolutionize your offering. What is quality assurance? Quality assurance (QA) is the process of checking whether your services are meeting the standards of quality that you have set. This often includes monitoring and evaluating customer service calls, chats, and other interactions between your employees and your customers. Quality assurance assessment ensures the day-to-day compliance of your team with legal and company regulation ..read more

Introducing our native integrations with Google and Facebook reviews, which will enable businesses to power their VoC programs with insights from the channels their customers are using. Your social media and online review channels can provide a wealth of insights to fuel your voice of the customer (VoC) program. The ability to pull this unsolicited feedback into your customer experience (CX) platform and compare it to other business data, such as VoC feedback and operational KPIs, provides a more comprehensive and realistic view of customer sentiment than with traditional methods alone. Often ..read more

Today, we are excited to share that we have acquired SurveyVitals, a 20-year healthcare experience and analytics expert that is helping organizations deliver incredible patient experiences at scale.   Providing great experiences is becoming increasingly important as healthcare providers compete for loyalty and trust from their employees and patients during a time of change in healthcare that has been accelerated by the COVID-19 pandemic. It’s become mission-critical for healthcare organizations to optimize the patient and employee experience - not on a single site or through a single syst ..read more

Recent global crises have caused significant labor shortages – and the impact is leading businesses to reevaluate how to attract the right talent and protect their customer experiences from the fallout. Read our analysis and tips on balancing labor shortage with great CX. As we move towards the 2021 holidays and the new year, ongoing labor shortages are becoming an ever-more glaring issue. With a tighter labor market, companies emerging from the fallout of the pandemic are having to balance their economic growth with efforts to retain workers. More workers are considering whether their current ..read more