Evolving Customer Experience Management

If you go back in time 10 or 15 years you'll find it was common for a market research function within a company to send out a single survey each year to all customers asking about their satisfaction with the products and services they interacted with. The field has since greatly evolved as what we now call customer experience regularly receives customer feedback from multiple surveys and unstructured data, and we get that data from across multiple channels. But we still have a lot of evolution left if we want to keep up with the changes our companies are dealing with. Host Troy Powell welcome Isabelle Zdatny from the Qualtrics XM Institute to discuss the evolution of customer experience and experience management.

Find a transcript for this episode on the show notes page: https://cxleaderpodcast.com/its-moving-really-fast/

Learn more about the XM Institute at https://www.xminstitute.com/ 

Listen to more podcasts at https://cxleaderpodcast.com/

Learn more about Walker at https://walkerinfo.com/