By Matt Fulton Think about this: Over the course of your life, you will meet about 80,000 people. Of those, you might remember or have some sort of ongoing reciprocal engagement with 600 of those people. And close relationships? Perhaps 50 qualify. People who know and...
by Hanna Rocks Technology and data are revolutionizing CX. As opposed to simply measuring and responding to customers who have provided direct feedback, CX teams now can assess, track, and grow every customer account by utilizing machine learning and artificial...
Imagine going on a road trip: you’d never get in your car without planning the route to your destination. What does this have to do with Experience Management (XM)? Without the direction of a strategic plan, XM programs often waste time and money, and may lose...
It was electrifying to be surrounded by XM professionals at X4, the Qualtrics Experience Management Summit. Our team was proud to be a Platinum sponsor of the event, and we walked away with a few key takeaways: The next era of XM is human-centric Today’s Experience...
By Keir Johnson Chances are your organization already captures abundant amounts of unstructured data. Unstructured data (also referred to as unsolicited feedback) relates to the conversations, comments, notes, and practically any text-heavy data that is captured...
Fueled by advancements in technology, the future of Experience Management is human. At commonFont, we’ve developed and defined a methodology that equips your team to predict and take action at the individual customer and employee level. This action results in durable...
Despite recent increases in the number of women who serve in leadership positions, the proportion of people who identify as women decreases at each step up the corporate ladder. Starting with 48% representation of women in entry-level positions, this figure drops to...
A comprehensive Digital strategy combines survey data with information from supplemental tools to contextualize and enrich feedback, combat survey fatigue, and minimize disruption to the customer. One such tool is Session Replay technology, which allows CX teams to...
During confluence, our flagship Experience Management summit, commonFont hosted a group of expert practitioners for a panel discussion on Employee and Customer Experience. Our panelists dug into the challenges and opportunities Experience leaders face as they work...