Capturing, analyzing, and distributing actionable insights
A key framework developed by the Qualtrics XM Institute is frequently referenced and serves as a foundation for this report. The framework highlights 20 skills essential for managing experiences, arranged into six key experience management competencies. Building these skills can help you turn theory into practice.
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In a rush to act, teams often mistakenly use data to prove a point rather than create one. The confirmation bias leaves blind spots to the true culprits causing customer problems and the ways to stop them.
Successful CX initiatives ground the work in rich data. The information provides key insights necessary for solving business mysteries like churn rates, sales conversions, and financial performance.
ENLIGHTEN, the fourth competency in the XM Operating Framework, is about becoming a data detective.
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