Fresh into a new year is often a good time to look at how customer experience is progressing within companies. The XM Institute has recently published their report, "The State of CX Management" which examines the CX efforts and maturity of several companies. Host Steve Walker welcomes back Moira Dorsey from the XM Institute to discuss the findings from the report.
A resource for customer experience (CX) and experience management (XM) professionals. 
Episodes tagged “Moira Dorsey”
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 and Moira Dorsey of the Qualtrics XM Institute continue their discussion on the report's findings and the valuable insights it provides for CX professionals.
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.
Experience management, or “XM”, is more than just a “buzzword.” It’s a holistic approach to experience across the organization that includes customers, employees, products, and brand. The Qualtrics XM Institute recently published a report on how XM is being adopted worldwide. Host Steve Walker welcomes Moira Dorsey, principle XM Catalyst at the Qualtrics XM Institute to discuss the findings of the report.