The CX Leader Podcast | A resource for customer experience leaders It's Moving Really Fast
Jun 4, 2024
Isabelle Zdatny, Head of Thought Leadership at the Qualtrics XM Institute, shares her deep expertise in customer and employee experience management. She discusses the drastic shift from annual surveys to real-time feedback, emphasizing the need for continuous insight management. The conversation highlights the vital role of AI in transforming customer experience and handling unstructured data. Zdatny also underscores the necessity of strategic planning for CX professionals to thrive in an ever-changing business landscape.
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Rapid Adaptability
- Businesses must adapt quickly in today's fast-paced environment.
- Continuous listening and quick responses are crucial for success.
CX Evolution
- Companies used to send one annual customer satisfaction survey.
- Now, businesses gather continuous feedback from multiple channels and sources.
Embedded Human Empathy
- The goal of experience management (XM) is embedded human empathy.
- XM should be the underlying infrastructure, translating data into intelligence.