#601: Improving the Customer Experience in a Feedback Recession with Isabelle Zdatny, Qualtrics

What if your customers are staying silent after a bad experience - or even a good one for that matter? If you’re waiting for feedback to drive improvement, the silence might already be costing you more than you think.

Today we’re exploring the future of customer feedback with Isabelle Zdatny, Head of Thought Leadership at the XM Institute at Qualtrics. We’ll dive into the findings from Qualtrics' 2025 Consumer Trends Report, the challenges of the “feedback recession,” and the role technology could play in shaping the future of customer insights.

As Head of Thought Leadership with Qualtrics XM Institute, Isabelle helps Experience Management (XM) professionals make sense of the complex, evolving XM landscape so they can do their jobs with more confidence and success. She produces industry-leading content on XM trends and best practices, develops and delivers training, advises organizations on the design and execution of their CX and EX programs, and speaks on key XM topics and trends.

RESOURCES

Qualtrics: https://www.qualtrics.com

Qualtrics 2025 Global Consumer Trends Report: https://www.qualtrics.com/ebooks-guides/customer-experience-trends/

XM Institute: https://www.xminstitute.com/

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Connect with Greg on LinkedIn: https://www.linkedin.com/in/gregkihlstrom

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