A resource for customer experience (CX) and experience management (XM) professionals.
Subscribe on Apple Podcasts Listen on Spotify Listen on Stitcher Listen on Stitcher Listen on YouTube

Episodes tagged “study”

2021 Global Consumer Trends: Part 1

2021 Global Consumer Trends: Part 1

Released: May 25, 2021 • Episode #167

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.

Listen to this episode

Long Live the Good Ole Telephone

Long Live the Good Ole Telephone

Released: July 21, 2020 • Episode #126

Chatbot, A.I., customer service through social media... there are a vast number of ways in which customers can interact with companies, but is one method better than the other? In July of 2019, Genesys, a global customer experience and contact center technology company based in Daly City, California, commissioned several surveys in various countries to gather data on consumer opinions pertaining to automated customer experiences. Host Steve Walker welcomes Janelle Dieken, Senior Vice President for Product Marketing at Genesys, to discuss the results of the study and what CX professionals should glean from the results.

Listen to this episode