Customer Experience (CX) Resources & Articles

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alt=""> </div> <span>Omnichannel Experience Management</span> </a> </li> <li > <a class="qnav-menu-card" href="/customer-experience/digital-analytics/"> <div class="qnav-menu-icon"> <img class="qnav-menu-icon-main" data-src="" alt=""> </div> <span>Digital Experience Analytics</span> </a> </li> <li > <a class="qnav-menu-card" href="/customer-experience/website-app-feedback/"> <div class="qnav-menu-icon"> <img class="qnav-menu-icon-main" data-src="" alt=""> </div> <span>Website & App Feedback</span> </a> </li> <li > <a class="qnav-menu-card" href="/customer-experience/locations/"> <div class="qnav-menu-icon"> <img class="qnav-menu-icon-main" data-src="" alt=""> </div> <span>Location Experience Hub</span> </a> </li> <li > <a class="qnav-menu-card" href="/customer-experience/online-reputation-management/"> <div class="qnav-menu-icon"> <img class="qnav-menu-icon-main" data-src="" alt=""> </div> <span>Online Reputation Management</span> </a> </li> <li > <a class="qnav-menu-card" href="/customer-experience/contact-center-analytics/"> <div class="qnav-menu-icon"> <img class="qnav-menu-icon-main" data-src="" alt=""> </div> <span>Contact Center Analytics</span> </a> </li> <li > <a class="qnav-menu-card" href="/customer-experience/quality-management/"> <div class="qnav-menu-icon"> <img class="qnav-menu-icon-main" data-src="" alt=""> </div> <span>Quality Management & Compliance</span> </a> </li> <li > <a class="qnav-menu-card" href="/customer-experience/agent-coaching/"> <div class="qnav-menu-icon"> <img class="qnav-menu-icon-main" data-src="" alt=""> </div> <span>Agent Coaching</span> </a> </li> <li > <a class="qnav-menu-card" href="/edge/"> <div class="qnav-menu-icon"> <img class="qnav-menu-icon-main" data-src="" alt=""> </div> <span>Edge Instant Insights</span> </a> </li> </ul> </li> <li class="qnav-list-level-2"> <a class="qnav-list-title-level-2 qnav-menu-link-level-2" href="/employee-experience/"> <small>XM for</small> <span class="qnav-menu-link-level-2-title">Employee Experience</span> </a> <ul class="qnav-level-3" data-level="3"> <li > <a class="qnav-menu-card" href="/employee-experience/employee-engagement/"> <div class="qnav-menu-icon"> <img class="qnav-menu-icon-main" data-src="" alt=""> </div> <span>Employee Engagement</span> </a> </li> <li > <a class="qnav-menu-card" href="/employee-experience/pulse-surveys/"> <div class="qnav-menu-icon"> <img class="qnav-menu-icon-main" data-src="" alt=""> </div> <span>Employee Pulse</span> </a> </li> <li > <a class="qnav-menu-card" href="/employee-experience/research/"> <div class="qnav-menu-icon"> <img class="qnav-menu-icon-main" data-src="" alt=""> </div> <span>Employee Research</span> </a> </li> <li > <a class="qnav-menu-card" href="/employee-experience/candidate-experience/"> <div class="qnav-menu-icon"> <img class="qnav-menu-icon-main" data-src="" alt=""> </div> <span>Candidate Experience Management</span> </a> </li> <li > <a class="qnav-menu-card" href="/employee-experience/onboarding-exit/"> <div class="qnav-menu-icon"> <img class="qnav-menu-icon-main" data-src="" alt=""> </div> <span>Employee Onboarding & Exit</span> </a> </li> <li > <a class="qnav-menu-card" href="/employee-experience/360-degree-feedback/"> <div class="qnav-menu-icon"> <img class="qnav-menu-icon-main" data-src="" alt=""> </div> <span>360 Development Feedback</span> </a> </li> <li > <a class="qnav-menu-card" href="/employee-experience/employee-retention/"> <div class="qnav-menu-icon"> <img class="qnav-menu-icon-main" data-src="" alt=""> </div> <span>Employee Retention Analytics</span> </a> </li> <li > <a class="qnav-menu-card" href="/employee-experience/employee-listening/"> <div class="qnav-menu-icon"> <img class="qnav-menu-icon-main" data-src="" alt=""> </div> <span>Continuous Employee Listening</span> </a> </li> </ul> </li> <li class="qnav-list-level-2"> <a class="qnav-list-title-level-2 qnav-menu-link-level-2" href="/strategy/"> <small>XM for</small> <span class="qnav-menu-link-level-2-title">Strategy & Research</span> </a> <ul class="qnav-level-3" data-level="3"> <li > <a class="qnav-menu-card" href="/strategy/research/"> <div class="qnav-menu-icon"> <img class="qnav-menu-icon-main" data-src="" alt=""> </div> <span>Strategic Market Research</span> </a> </li> <li > <a class="qnav-menu-card" href="/strategy/product-research/"> <div class="qnav-menu-icon"> <img class="qnav-menu-icon-main" data-src="" alt=""> </div> <span>Product Research</span> </a> </li> <li > <a class="qnav-menu-card" href="/strategy/brand-research/"> <div class="qnav-menu-icon"> <img class="qnav-menu-icon-main" data-src="" alt=""> </div> <span>Brand and Communication Research</span> </a> </li> <li > <a class="qnav-menu-card" href="/strategy/ux/"> <div class="qnav-menu-icon"> <img class="qnav-menu-icon-main" data-src="" alt=""> </div> <span>User Experience Research</span> </a> </li> <li > <a class="qnav-menu-card" href="/edge/"> <div class="qnav-menu-icon"> <img class="qnav-menu-icon-main" data-src="" alt=""> </div> <span>Edge Audiences</span> </a> </li> </ul> </li> <li class="qnav-menu-footer"> <a class="qnav-link-start" href="/platform/"> XM Platform </a> <p class="qnav-display-none qnav-display-xl-block qnav-description qnav-text-white"> Explore the platform powering Experience Management </p> <div class="qnav-display-flex qnav-items-center qnav-h-full qnav-ms-auto"> <a class="qnav-link-end qnav-text-white" href="/free-account/?utm_lp=nav-sticky-banner">Free Account</a> <div class="qnav-divider"></div> <a class="qnav-link-end qnav-text-white" href="/watch-demo/?utm_lp=nav-sticky-banner">Product Demos</a> </div> </li> </ul> </li> <li data-qnav-id=6> <details class="qnav-menu-button" data-qnav-id=6 data-gacontainer="Header" data-sub="Solutions" > <summary class="qnav-card qnav-tab-level-1 qnav-underline-level-1">Solutions</summary> </details> <ul class="qnav-level-2" data-qnav-id=6 data-level="2"> <li class="qnav-display-xl-none"> <button class="qnav-back-button" type="button" data-parent-id="qnav-6">Back</button> </li> <li class="qnav-list-level-2"> <a class="qnav-list-title-level-2 qnav-menu-link-level-2" href="/team/"> <span class="qnav-menu-link-level-2-title">Teams</span> </a> <ul class="qnav-level-3" data-level="3"> <li > <a class="qnav-menu-card" href="/digital/"> <div class="qnav-menu-icon"> <img class="qnav-menu-icon-main" data-src="https://www.qualtrics.com/sites/default/files/2024-05/marketing-icon.svg" alt=""> </div> <span>For Digital</span> </a> </li> <li > <a class="qnav-menu-card" href="/customer-service/"> <div class="qnav-menu-icon"> <img class="qnav-menu-icon-main" data-src="https://www.qualtrics.com/sites/default/files/2024-07/for-customer-care.svg" alt=""> </div> <span>For Customer Care</span> </a> </li> <li > <a class="qnav-menu-card" href="/human-resources/"> <div class="qnav-menu-icon"> <img class="qnav-menu-icon-main" data-src="https://www.qualtrics.com/sites/default/files/2024-07/community.svg" alt=""> </div> <span>For Human Resources</span> </a> </li> <li > <a class="qnav-menu-card" href="/market-research/"> <div class="qnav-menu-icon"> <img class="qnav-menu-icon-main" data-src="https://www.qualtrics.com/sites/default/files/2024-05/research-icon.svg" alt=""> </div> <span>For Researchers</span> </a> </li> <li > <a class="qnav-menu-card" href="/team/"> <div class="qnav-menu-icon"> <img class="qnav-menu-icon-main" data-src="https://www.qualtrics.com/sites/default/files/2024-05/plus.svg" alt=""> </div> <span>All Teams</span> </a> </li> </ul> </li> <li class="qnav-list-level-2"> <a class="qnav-list-title-level-2 qnav-menu-link-level-2" href="/industry/"> <span class="qnav-menu-link-level-2-title">Industries</span> </a> <ul class="qnav-level-3" data-level="3"> <li > <a class="qnav-menu-card" href="/healthcare/"> <div class="qnav-menu-icon"> <img class="qnav-menu-icon-main" data-src="https://www.qualtrics.com/sites/default/files/2024-05/healthcare-icon.svg" alt=""> </div> <span>Healthcare</span> </a> </li> <li > <a class="qnav-menu-card" href="/education/"> <div class="qnav-menu-icon"> <img class="qnav-menu-icon-main" data-src="https://www.qualtrics.com/sites/default/files/2024-05/education-icon.svg" alt=""> </div> <span>Education</span> </a> </li> <li > <a class="qnav-menu-card" href="/financial-services/"> <div class="qnav-menu-icon"> <img class="qnav-menu-icon-main" data-src="https://www.qualtrics.com/sites/default/files/2024-05/financial-icon.svg" alt=""> </div> <span>Financial Services</span> </a> </li> <li > <a class="qnav-menu-card" href="/government/"> <div class="qnav-menu-icon"> <img class="qnav-menu-icon-main" data-src="https://www.qualtrics.com/sites/default/files/2024-05/government-icon.svg" alt=""> </div> <span>Government</span> </a> </li> <li > <a class="qnav-menu-card" href="/industry/"> <div class="qnav-menu-icon"> <img class="qnav-menu-icon-main" data-src="https://www.qualtrics.com/sites/default/files/2024-05/plus.svg" alt=""> </div> <span>All Industries</span> </a> </li> </ul> </li> <li class="qnav-list-level-2"> <p class="qnav-list-title-level-2"> Popular Use Cases </p> <ul class="qnav-level-3" data-level="3"> <li > <a class="qnav-menu-card" href="/customer-experience/"> <div class="qnav-menu-icon"> <img class="qnav-menu-icon-main" data-src="https://www.qualtrics.com/sites/default/files/2024-05/customer-experience-icon.svg" alt=""> </div> <span>Customer Experience</span> </a> </li> <li > <a class="qnav-menu-card" href="/employee-experience/"> <div class="qnav-menu-icon"> <img class="qnav-menu-icon-main" data-src="https://www.qualtrics.com/sites/default/files/2024-05/employee-experience-icon_0.svg" alt=""> </div> <span>Employee Experience</span> </a> </li> <li > <a class="qnav-menu-card" href="/customer-experience/nps-software/"> <div class="qnav-menu-icon"> <img class="qnav-menu-icon-main" data-src="https://www.qualtrics.com/sites/default/files/2024-05/icons-56-1.svg" alt=""> </div> <span>Net Promoter Score</span> </a> </li> <li > <a class="qnav-menu-card" href="/customer-experience/voice-of-customer/"> <div class="qnav-menu-icon"> <img class="qnav-menu-icon-main" data-src="https://www.qualtrics.com/sites/default/files/2024-12/brain_head.svg" alt=""> </div> <span>Voice of Customer</span> </a> </li> <li > <a class="qnav-menu-card" href="/use-case/"> <div class="qnav-menu-icon"> <img class="qnav-menu-icon-main" data-src="" alt=""> </div> <span>All Use Cases</span> </a> </li> </ul> </li> <li class="qnav-menu-footer"> <div class="qnav-display-flex qnav-items-center qnav-h-full "> <a class="qnav-link-end qnav-text-white" href="/free-account/?utm_lp=nav-sticky-banner">Free Account</a> <div class="qnav-divider"></div> <a class="qnav-link-end qnav-text-white" href="/watch-demo/?utm_lp=nav-sticky-banner">Product Demos</a> </div> </li> </ul> </li> <li data-qnav-id=11> <details class="qnav-menu-button" data-qnav-id=11 data-gacontainer="Header" data-sub="Resources" > <summary class="qnav-card qnav-tab-level-1 qnav-underline-level-1">Resources</summary> </details> <ul class="qnav-level-2" data-qnav-id=11 data-level="2"> <li class="qnav-display-xl-none"> <button class="qnav-back-button" type="button" data-parent-id="qnav-11">Back</button> </li> <li class="qnav-list-level-2"> <p class="qnav-list-title-level-2"> Customer </p> <ul class="qnav-level-3" data-level="3"> <li > <a class="qnav-menu-card" href="https://support-portal.qualtrics.com/"> <div class="qnav-menu-icon"> <img class="qnav-menu-icon-main" data-src="https://www.qualtrics.com/sites/default/files/2024-05/support-icon.svg" alt=""> </div> <span>Customer Success Hub</span> </a> </li> <li > <a class="qnav-menu-card" href="/support/"> <div class="qnav-menu-icon"> <img class="qnav-menu-icon-main" data-src="https://www.qualtrics.com/sites/default/files/2024-07/product-documentation.svg" alt=""> </div> <span>Product Documentation</span> </a> </li> <li > <a class="qnav-menu-card" href="/training/"> <div class="qnav-menu-icon"> <img class="qnav-menu-icon-main" data-src="https://www.qualtrics.com/sites/default/files/2024-05/certificate-icon.svg" alt=""> </div> <span>Training & Certification</span> </a> </li> <li > <a class="qnav-menu-card" href="https://community.qualtrics.com/"> <div class="qnav-menu-icon"> <img class="qnav-menu-icon-main" data-src="https://www.qualtrics.com/sites/default/files/2024-07/community.svg" alt=""> </div> <span>Community</span> </a> </li> <li > <a class="qnav-menu-card" href="https://www.xminstitute.com/"> <div class="qnav-menu-icon"> <img class="qnav-menu-icon-main" data-src="https://www.qualtrics.com/sites/default/files/2024-05/xm-institute.svg" alt=""> </div> <span>XM Institute</span> </a> </li> <li > <a class="qnav-menu-card" href="/services/"> <div class="qnav-menu-icon"> <img class="qnav-menu-icon-main" data-src="https://www.qualtrics.com/sites/default/files/2024-12/wrench_icon.svg" alt=""> </div> <span>Services</span> </a> </li> </ul> </li> <li class="qnav-list-level-2"> <p class="qnav-list-title-level-2"> Learn </p> <ul class="qnav-level-3" data-level="3"> <li > <a class="qnav-menu-card" href="/resources/"> <div class="qnav-menu-icon"> <img class="qnav-menu-icon-main" data-src="https://www.qualtrics.com/sites/default/files/2024-07/popular-resources.svg" alt=""> </div> <span>Popular Resources</span> </a> </li> <li > <a class="qnav-menu-card" href="/customers/"> <div class="qnav-menu-icon"> <img class="qnav-menu-icon-main" data-src="https://www.qualtrics.com/sites/default/files/2024-07/customer-stories.svg" alt=""> </div> <span>Customer Stories</span> </a> </li> <li > <a class="qnav-menu-card" href="/blog/"> <div class="qnav-menu-icon"> <img class="qnav-menu-icon-main" data-src="https://www.qualtrics.com/sites/default/files/2024-05/blog-icon.svg" alt=""> </div> <span>Blog</span> </a> </li> <li > <a class="qnav-menu-card" href="/trends-reports/"> <div class="qnav-menu-icon"> <img class="qnav-menu-icon-main" data-src="https://www.qualtrics.com/sites/default/files/2024-07/artificial-intelligence.svg" alt=""> </div> <span>2025 Experience Trends</span> </a> </li> <li class="qnav-list-level-3"> <a class="qnav-menu-card" href="/experience-management/"> <div class="qnav-menu-icon"> <img class="qnav-menu-icon-main" data-src="https://www.qualtrics.com/sites/default/files/2024-05/xm-icon.svg" alt=""> </div> <span>XM Knowledge Base</span> </a> <details class="qnav-collapse-button" open> <summary class="qnav-card"></summary> </details> <ul class="qnav-level-4" data-level="4"> <li> <a class="qnav-menu-link-level-4" href="/experience-management/customer/"> Customer Experience </a> </li> <li> <a class="qnav-menu-link-level-4" href="/experience-management/employee/"> Employee Experience </a> </li> <li> <a class="qnav-menu-link-level-4" href="/experience-management/research/"> Market Research </a> </li> </ul> </li> </ul> </li> <li class="qnav-list-level-2"> <p class="qnav-list-title-level-2"> Company </p> <ul class="qnav-level-3" data-level="3"> <li > <a class="qnav-menu-card" href="/about/"> <div class="qnav-menu-icon"> <img class="qnav-menu-icon-main" data-src="https://www.qualtrics.com/sites/default/files/2024-07/about-us.svg" alt=""> </div> <span>About Us</span> </a> </li> <li > <a class="qnav-menu-card" href="/careers"> <div class="qnav-menu-icon"> <img class="qnav-menu-icon-main" data-src="https://www.qualtrics.com/sites/default/files/2024-05/employee-experience-icon_0.svg" alt=""> </div> <span>Careers</span> </a> </li> <li > <a class="qnav-menu-card" href="/partnerships/"> <div class="qnav-menu-icon"> <img class="qnav-menu-icon-main" data-src="https://www.qualtrics.com/sites/default/files/2024-05/partnerships-icon.svg" alt=""> </div> <span>Partnerships</span> </a> </li> <li > <a class="qnav-menu-card" href="/marketplace/"> <div class="qnav-menu-icon"> <img class="qnav-menu-icon-main" data-src="https://www.qualtrics.com/sites/default/files/2024-07/marketplace.svg" alt=""> </div> <span>Marketplace</span> </a> </li> <li > <a class="qnav-menu-card" href="/x4summit/"> <div class="qnav-menu-icon"> <img class="qnav-menu-icon-main" data-src="https://www.qualtrics.com/sites/default/files/2024-05/x4-logo.svg" alt=""> </div> <span>X4 Summit</span> <div class="qnav-display-none qnav-display-xl-block qnav-description"> <p>The annual gathering of the experience leaders at the world’s iconic brands building breakthrough business results, live in Salt Lake City.</p> </div> </a> </li> </ul> </li> <li class="qnav-menu-footer"> <div class="qnav-display-flex qnav-items-center qnav-h-full "> <a class="qnav-link-end qnav-text-white" href="/free-account/?utm_lp=nav-sticky-banner">Free Account</a> <div class="qnav-divider"></div> <a class="qnav-link-end qnav-text-white" href="/watch-demo/?utm_lp=nav-sticky-banner">Product Demos</a> </div> </li> </ul> </li> <li data-qnav-id=861> <a class="qnav-card menu-link qnav-tab-level-1 qnav-underline-level-1" href="/pricing/" 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<span class="nav-title headline-eyebrow text-black">Experience Management</span> </a> </div> <div id="sub-nav" class="collapse navbar-collapse navbar-nav flex-column flex-lg-row align-items-start align-items-lg-center" aria-label="Breadcrumb"> <a class="nav-item cx" data-tag="cx" href="https://www.qualtrics.com/experience-management/customer/">Customer Experience</a> <a class="nav-item ex" data-tag="ex" href="https://www.qualtrics.com/experience-management/employee/">Employee Experience</a> <a class="nav-item px" data-tag="px" href="https://www.qualtrics.com/experience-management/product/">Product Experience</a> <a class="nav-item bx" data-tag="bx" href="https://www.qualtrics.com/experience-management/brand/">Brand Experience</a> <a class="nav-item rc" data-tag="rc" href="https://www.qualtrics.com/experience-management/research/">Market Research</a> <a class="nav-item id" data-tag="id" href="https://www.qualtrics.com/experience-management/industry/">Industry</a> </div> <button class="navbar-toggler collapsed" type="button" data-toggle="collapse" data-target="#sub-nav" aria-controls="navbarNav" aria-expanded="false" aria-label="Toggle navigation"></button> </div> </nav> <div class="xm-hub"> <section class="breadcrumb"> <div class="container breadcrumb-section"> <div class="row"> <div class="col-12"> <div class="breadcrumbs-wrap"> <ul class="breadcrumbs" aria-label="Breadcrumb"> <li><a href="https://www.qualtrics.com/experience-management/" class="text-gray-ally">Experience Management</a></li> <li><a href="https://www.qualtrics.com/experience-management/customer/" class="text-gray-ally"aria-current="page">Customer Experience</a></li> </ul> </div> </div> </div> </div> </section>  <section class="banner-section"> <div class="container py-7"> <div class="row mb-2"> <div class="col-xl-5 col-lg-7 col-md-9"> <h1 class="headline-small">Learn Customer Experience (CX) with Resources & Articles</h1> </div> </div> <div class="row"> <div class="col-lg-7"> <hr class="hr-thick bg-gradient-90deg mb-3 mt-2"> </div> <div class="col-lg-5"> <p>We've put together this comprehensive and thorough Customer Experience guide to give you the tools and information you need to manage, strategize, measure and impact all aspects of the Customer Experience for your business.</p> </div> </div> </div> </section> <section id="cat-content-section" class="shadow-top"> <div class="container py-7"> <div class="row"> <div id="cat-sidebar" class="col-12 col-md-2"> <h2 class="section-title">Select a topic</h2> <ul class="list-unstyled"> <li class="pb-2 filter-pointer cx-management " data-filter="cx-management"> <a class="callout text-cx-ally text-cx-ally cx-management" href="#cx-management" style="color:#000;"> Customer Experience </a> </li> <li class="pb-2 filter-pointer user-experience " data-filter="user-experience"> <a class=" user-experience" href="#user-experience" style="color:#000;"> User Experience </a> </li> <li class="pb-2 filter-pointer cx-measurement " data-filter="cx-measurement"> <a class=" cx-measurement" href="#cx-measurement" style="color:#000;"> CX Measurement </a> </li> <li class="pb-2 filter-pointer customer-churn-retention " data-filter="customer-churn-retention"> <a class=" customer-churn-retention" href="#customer-churn-retention" style="color:#000;"> Customer Churn & Retention </a> </li> <li class="pb-2 filter-pointer customer-service " data-filter="customer-service"> <a class=" customer-service" href="#customer-service" style="color:#000;"> Customer Service </a> </li> <li class="pb-2 filter-pointer digital-cx " data-filter="digital-cx"> <a class=" digital-cx" href="#digital-cx" style="color:#000;"> Digital CX </a> </li> <li class="pb-2 filter-pointer customer-journey " data-filter="customer-journey"> <a class=" customer-journey" href="#customer-journey" style="color:#000;"> Customer Journey </a> </li> <li class="pb-2 filter-pointer customer-feedback " data-filter="customer-feedback"> <a class=" customer-feedback" href="#customer-feedback" style="color:#000;"> Customer Feedback </a> </li> <li class="pb-2 filter-pointer conversational-intelligence " data-filter="conversational-intelligence"> <a class=" conversational-intelligence" href="#conversational-intelligence" style="color:#000;"> Conversational Intelligence </a> </li> <li class="pb-2 filter-pointer contact-center " data-filter="contact-center"> <a class=" contact-center" href="#contact-center" style="color:#000;"> Contact Center </a> </li> <li class="pb-2 filter-pointer customer-acquisition " data-filter="customer-acquisition"> <a class=" customer-acquisition" href="#customer-acquisition" style="color:#000;"> Customer Acquisition </a> </li> <li class="pb-2 filter-pointer customer-satisfaction " data-filter="customer-satisfaction"> <a class=" customer-satisfaction" href="#customer-satisfaction" style="color:#000;"> Customer Satisfaction </a> </li> <li class="pb-2 filter-pointer b2b-cx " data-filter="b2b-cx"> <a class=" b2b-cx" href="#b2b-cx" style="color:#000;"> B2B CX </a> </li> <li class="pb-2 filter-pointer location-based-cx " data-filter="location-based-cx"> <a class=" location-based-cx" href="#location-based-cx" style="color:#000;"> Location-based CX </a> </li> <li class="pb-2 filter-pointer nps " data-filter="nps"> <a class=" nps" href="#nps" style="color:#000;"> NPS </a> </li> </ul> </div> <div class="col-12 col-md-9 offset-md-3" > <div id="cx-management" class="target-menu py-6 border-count border-bottom" > <div class="row" > <div class="col-12 col-md-4 mb-5 thumbnail-leaf lg-thumb" style="background-image:url(https://www.qualtrics.com/m/assets/wp-content/uploads/2023/09/cust-ex-feature-en.webp);"></div> <div class="col-12 col-md-8 mb-5"> <a class="text-black" href="https://www.qualtrics.com/experience-management/customer/customer-experience/"> <p class="pl-3 mb-2 callout text-gray-ally" style="text-transform:uppercase;">Customer Experience</p> <p class="pl-3 headline-card headline-card-alt text-black" >What is customer experience? CX definition and how-to guide</p> <p class="pl-3 callout mt-3" style="line-height:1.4;font-size: 18px;font-weight:400;">We've put together this comprehensive and thorough CX guide to give you the tools and information you need to manage, strategise, measure and impact all aspects of the customer experience for your business.<br /><span style="font-size: .9375rem;font-weight: 400;line-height: 2.6;">29 min read </span></p> </a> </div> <div class="col-12 mb-5"> <p class="headline-card text-cx-ally text-cx-ally" > More Customer Experience articles</p> </div> </div> <div class="row "> <div class="col-12 col-md-6 mb-5 0"> <a class="headline-card text-black" href="https://www.qualtrics.com/experience-management/customer/customer-experience/">What is customer experience? CX definition and how-to guide<br /><span style="font-size: .9375rem;font-weight: 400;line-height: 1.6;">29 min read </span> </a> </div> <div class="col-12 col-md-6 mb-5 1"> <a class="headline-card text-black" href="https://www.qualtrics.com/experience-management/customer/social-media-monitoring/">Social media monitoring: A best practice and strategy guide<br /><span style="font-size: .9375rem;font-weight: 400;line-height: 1.6;">15 min read </span> </a> </div> <div class="col-12 col-md-6 mb-5 2"> <a class="headline-card text-black" href="https://www.qualtrics.com/experience-management/customer/ai-and-customer-experience/">Using AI to create unrivaled customer experiences<br /><span style="font-size: .9375rem;font-weight: 400;line-height: 1.6;">17 min read </span> </a> </div> <div class="col-12 col-md-6 mb-5 3"> <a class="headline-card text-black" href="https://www.qualtrics.com/experience-management/customer/customer-experience-roi/">Understanding customer experience ROI<br /><span style="font-size: .9375rem;font-weight: 400;line-height: 1.6;">12 min read </span> </a> </div> </div> <div class="row related-see-more"> <div class="col-12 col-md-6 mb-5 4"> <a class="headline-card text-black" href="https://www.qualtrics.com/experience-management/customer/customer-experience-management-platform/">Your guide to the best customer experience management software<br /><span style="font-size: .9375rem;font-weight: 400;line-height: 1.6;">19 min read </span> </a> </div> <div class="col-12 col-md-6 mb-5 5"> <a class="headline-card text-black" href="https://www.qualtrics.com/experience-management/customer/personalized-customer-experience/">How to create a personalized customer experience<br /><span style="font-size: .9375rem;font-weight: 400;line-height: 1.6;">16 min read </span> </a> </div> <div class="col-12 col-md-6 mb-5 6"> <a class="headline-card text-black" href="https://www.qualtrics.com/experience-management/customer/customer-experience-design/">A beginner’s guide to customer experience design<br /><span style="font-size: .9375rem;font-weight: 400;line-height: 1.6;">13 min read </span> </a> </div> <div class="col-12 col-md-6 mb-5 7"> <a class="headline-card text-black" href="https://www.qualtrics.com/experience-management/customer/customer-experience-transformation/">Customer experience (CX) transformation<br /><span style="font-size: .9375rem;font-weight: 400;line-height: 1.6;">15 min read </span> </a> </div> <div class="col-12 col-md-6 mb-5 8"> <a class="headline-card text-black" href="https://www.qualtrics.com/experience-management/customer/customer-lifecycle-management/">Customer lifecycle management for enhanced brand loyalty<br /><span style="font-size: .9375rem;font-weight: 400;line-height: 1.6;">18 min read </span> </a> </div> <div class="col-12 col-md-6 mb-5 9"> <a class="headline-card text-black" href="https://www.qualtrics.com/experience-management/customer/customer-service-automation/">Customer experience automation (CXA)<br /><span style="font-size: .9375rem;font-weight: 400;line-height: 1.6;">11 min read </span> </a> </div> <div class="col-12 col-md-6 mb-5 10"> <a class="headline-card text-black" href="https://www.qualtrics.com/experience-management/customer/customer-centric/">What is customer centricity and why is it important?<br /><span style="font-size: .9375rem;font-weight: 400;line-height: 1.6;">16 min read </span> </a> </div> <div class="col-12 col-md-6 mb-5 11"> <a class="headline-card text-black" href="https://www.qualtrics.com/experience-management/customer/customer-data-platform/">Customer Data Platforms: Everything you need to know<br /><span style="font-size: .9375rem;font-weight: 400;line-height: 1.6;">14 min read </span> </a> </div> <div class="col-12 col-md-6 mb-5 12"> <a class="headline-card text-black" href="https://www.qualtrics.com/experience-management/customer/customer-insights/">Customer experience insights: How to gather and use feedback<br /><span style="font-size: .9375rem;font-weight: 400;line-height: 1.6;">12 min read </span> </a> </div> <div class="col-12 col-md-6 mb-5 13"> <a class="headline-card text-black" href="https://www.qualtrics.com/experience-management/customer/customer-relationship-building/">The importance of customer relationship building<br /><span style="font-size: .9375rem;font-weight: 400;line-height: 1.6;">12 min read </span> </a> </div> <div class="col-12 col-md-6 mb-5 14"> <a class="headline-card text-black" href="https://www.qualtrics.com/experience-management/customer/customer-equity/">Customer equity: what it is and how to nurture it<br /><span style="font-size: .9375rem;font-weight: 400;line-height: 1.6;">11 min read </span> </a> </div> <div class="col-12 col-md-6 mb-5 15"> <a class="headline-card text-black" href="https://www.qualtrics.com/experience-management/customer/cx-employee-engagement/">Customer experience and employee experience: two sides of the same coin<br /><span style="font-size: .9375rem;font-weight: 400;line-height: 1.6;">18 min read </span> </a> </div> <div class="col-12 col-md-6 mb-5 16"> <a class="headline-card text-black" href="https://www.qualtrics.com/experience-management/customer/digital-customer-experience-strategy/">How to design a digital customer experience strategy<br /><span style="font-size: .9375rem;font-weight: 400;line-height: 1.6;">13 min read </span> </a> </div> <div class="col-12 col-md-6 mb-5 17"> <a class="headline-card text-black" href="https://www.qualtrics.com/experience-management/customer/customer-intent/">What is customer intent?<br /><span style="font-size: .9375rem;font-weight: 400;line-height: 1.6;">10 min read </span> </a> </div> <div class="col-12 col-md-6 mb-5 18"> <a class="headline-card text-black" href="https://www.qualtrics.com/experience-management/customer/customer-emotion/">What is customer emotion?<br /><span style="font-size: .9375rem;font-weight: 400;line-height: 1.6;">11 min read </span> </a> </div> <div class="col-12 col-md-6 mb-5 19"> <a class="headline-card text-black" href="https://www.qualtrics.com/experience-management/customer/customer-perception/">Customer perception and why it’s so important<br /><span style="font-size: .9375rem;font-weight: 400;line-height: 1.6;">11 min read </span> </a> </div> <div class="col-12 col-md-6 mb-5 20"> <a class="headline-card text-black" href="https://www.qualtrics.com/experience-management/customer/sustainable-competitive-advantage/">How to gain a sustainable competitive advantage<br /><span style="font-size: .9375rem;font-weight: 400;line-height: 1.6;">10 min read </span> </a> </div> <div class="col-12 col-md-6 mb-5 21"> <a class="headline-card text-black" href="https://www.qualtrics.com/experience-management/customer/delivery-experience/">How to improve your delivery experience<br /><span style="font-size: .9375rem;font-weight: 400;line-height: 1.6;">14 min read </span> </a> </div> <div class="col-12 col-md-6 mb-5 22"> <a class="headline-card text-black" href="https://www.qualtrics.com/experience-management/customer/customer-value/">Customer value: definition, measurement and strategy<br /><span style="font-size: .9375rem;font-weight: 400;line-height: 1.6;">9 min read </span> </a> </div> <div class="col-12 col-md-6 mb-5 23"> <a class="headline-card text-black" href="https://www.qualtrics.com/experience-management/customer/retail-cx/">Optimizing the retail customer experience<br /><span style="font-size: .9375rem;font-weight: 400;line-height: 1.6;">16 min read </span> </a> </div> <div class="col-12 col-md-6 mb-5 24"> <a class="headline-card text-black" href="https://www.qualtrics.com/experience-management/customer/customer-engagement/">Customer engagement: Everything you need to know<br /><span style="font-size: .9375rem;font-weight: 400;line-height: 1.6;">26 min read </span> </a> </div> <div class="col-12 col-md-6 mb-5 25"> <a class="headline-card text-black" href="https://www.qualtrics.com/experience-management/customer/improve-customer-experience/">10 ways to improve customer experience (CX)<br /><span style="font-size: .9375rem;font-weight: 400;line-height: 1.6;">11 min read </span> </a> </div> <div class="col-12 col-md-6 mb-5 26"> <a class="headline-card text-black" href="https://www.qualtrics.com/experience-management/customer/customer-experience-program/">What is a customer experience (CX) program?<br /><span style="font-size: .9375rem;font-weight: 400;line-height: 1.6;">13 min read </span> </a> </div> <div class="col-12 col-md-6 mb-5 27"> <a class="headline-card text-black" href="https://www.qualtrics.com/experience-management/customer/design-customer-experience-strategy/">How to create a customer experience (CX) strategy<br /><span style="font-size: .9375rem;font-weight: 400;line-height: 1.6;">14 min read </span> </a> </div> <div class="col-12 col-md-6 mb-5 28"> <a class="headline-card text-black" href="https://www.qualtrics.com/experience-management/brand/customer-segmentation/">What is customer segmentation analysis, and how can it help?<br /><span style="font-size: .9375rem;font-weight: 400;line-height: 1.6;">17 min read </span> </a> </div> <div class="col-12 col-md-6 mb-5 29"> <a class="headline-card text-black" href="https://www.qualtrics.com/experience-management/customer/building-a-customer-experience-vision/">Building a customer experience vision<br /><span style="font-size: .9375rem;font-weight: 400;line-height: 1.6;">5 min read </span> </a> </div> <div class="col-12 col-md-6 mb-5 30"> <a class="headline-card text-black" href="https://www.qualtrics.com/experience-management/customer/design-customer-experience-survey/">How to design a customer experience survey<br /><span style="font-size: .9375rem;font-weight: 400;line-height: 1.6;">8 min read </span> </a> </div> <div class="col-12 col-md-6 mb-5 31"> <a class="headline-card text-black" href="https://www.qualtrics.com/experience-management/customer/omnichannel-experience-design/">Omnichannel experience design: What, how and why<br /><span style="font-size: .9375rem;font-weight: 400;line-height: 1.6;">24 min read </span> </a> </div> </div> <div class="row py-5" > <div class="see-more-action col-12 text-center" tabindex="0" role="button" aria-pressed="false" data-state="hide" data-wrapper="cx-management" style="cursor: pointer;"> <h3 class="headline-card" style="font-size:14px;">SEE MORE</h3> <span class="expand-indicator-readmore-down"></span> </div> </div> </div> <div id="user-experience" class="target-menu py-6 border-count border-bottom" > <div class="row" > <div class="col-12 col-md-4 mb-5 thumbnail-leaf lg-thumb" style="background-image:url(https://www.qualtrics.com/m/assets/wp-content/uploads/2021/07/GettyImages-1214509167-copy.jpg);"></div> <div class="col-12 col-md-8 mb-5"> <a class="text-black" href="https://www.qualtrics.com/experience-management/customer/user-experience/"> <p class="pl-3 mb-2 callout text-gray-ally" style="text-transform:uppercase;">User Experience</p> <p class="pl-3 headline-card headline-card-alt text-black" >User experience (UX): the ultimate guide</p> <p class="pl-3 callout mt-3" style="line-height:1.4;font-size: 18px;font-weight:400;">User experience (UX) has moved from buzzword to core business priority in a few short years. Here’s everything you need to know about what UX is and how it fits into your business strategy.<br /><span style="font-size: .9375rem;font-weight: 400;line-height: 2.6;">18 min read </span></p> </a> </div> <div class="col-12 mb-5"> <p class="headline-card text-cx-ally text-cx-ally" > More User Experience articles</p> </div> </div> <div class="row "> <div class="col-12 col-md-6 mb-5 0"> <a class="headline-card text-black" href="https://www.qualtrics.com/experience-management/customer/user-experience/">User experience (UX): the ultimate guide<br /><span style="font-size: .9375rem;font-weight: 400;line-height: 1.6;">18 min read </span> </a> </div> <div class="col-12 col-md-6 mb-5 1"> <a class="headline-card text-black" href="https://www.qualtrics.com/experience-management/customer/ai-user-experience-design/">The future of AI in user experience (UX) design<br /><span style="font-size: .9375rem;font-weight: 400;line-height: 1.6;">18 min read </span> </a> </div> <div class="col-12 col-md-6 mb-5 2"> <a class="headline-card text-black" href="https://www.qualtrics.com/experience-management/customer/user-testing-guide/">User testing 101: the complete guide<br /><span style="font-size: .9375rem;font-weight: 400;line-height: 1.6;">18 min read </span> </a> </div> <div class="col-12 col-md-6 mb-5 3"> <a class="headline-card text-black" href="https://www.qualtrics.com/experience-management/customer/user-analytics/">User analytics: All you need to know<br /><span style="font-size: .9375rem;font-weight: 400;line-height: 1.6;">11 min read </span> </a> </div> </div> <div class="row related-see-more"> <div class="col-12 col-md-6 mb-5 4"> <a class="headline-card text-black" href="https://www.qualtrics.com/experience-management/customer/rage-clicks/">Rage clicks: The secret to fixing frustrating UX<br /><span style="font-size: .9375rem;font-weight: 400;line-height: 1.6;">11 min read </span> </a> </div> <div class="col-12 col-md-6 mb-5 5"> <a class="headline-card text-black" href="https://www.qualtrics.com/experience-management/customer/user-experience-analytics/">User experience analytics: How to find (and fix) UX issues at scale<br /><span style="font-size: .9375rem;font-weight: 400;line-height: 1.6;">10 min read </span> </a> </div> <div class="col-12 col-md-6 mb-5 6"> <a class="headline-card text-black" href="https://www.qualtrics.com/experience-management/customer/website-user-experience/">What is website user experience (UX) and how do you improve it?<br /><span style="font-size: .9375rem;font-weight: 400;line-height: 1.6;">14 min read </span> </a> </div> <div class="col-12 col-md-6 mb-5 7"> <a class="headline-card text-black" href="https://www.qualtrics.com/experience-management/customer/ux-journey-map/">What is UX journey mapping?<br /><span style="font-size: .9375rem;font-weight: 400;line-height: 1.6;">12 min read </span> </a> </div> <div class="col-12 col-md-6 mb-5 8"> <a class="headline-card text-black" href="https://www.qualtrics.com/experience-management/customer/interaction-design/">A beginner’s guide to interaction design<br /><span style="font-size: .9375rem;font-weight: 400;line-height: 1.6;">20 min read </span> </a> </div> <div class="col-12 col-md-6 mb-5 9"> <a class="headline-card text-black" href="https://www.qualtrics.com/experience-management/customer/ux-research/">User experience (UX) research: definition and methodology<br /><span style="font-size: .9375rem;font-weight: 400;line-height: 1.6;">17 min read </span> </a> </div> <div class="col-12 col-md-6 mb-5 10"> <a class="headline-card text-black" href="https://www.qualtrics.com/experience-management/customer/user-survey/">User experience (UX) survey best practices<br /><span style="font-size: .9375rem;font-weight: 400;line-height: 1.6;">9 min read </span> </a> </div> <div class="col-12 col-md-6 mb-5 11"> <a class="headline-card text-black" href="https://www.qualtrics.com/experience-management/customer/ux-research-tools/">10 must-know UX research tools<br /><span style="font-size: .9375rem;font-weight: 400;line-height: 1.6;">8 min read </span> </a> </div> </div> <div class="row py-5" > <div class="see-more-action col-12 text-center" tabindex="0" role="button" aria-pressed="false" data-state="hide" data-wrapper="user-experience" style="cursor: pointer;"> <h3 class="headline-card" style="font-size:14px;">SEE MORE</h3> <span class="expand-indicator-readmore-down"></span> </div> </div> </div> <div id="cx-measurement" class="target-menu py-6 border-count border-bottom" > <div class="row" > <div class="col-12 col-md-4 mb-5 thumbnail-leaf lg-thumb" style="background-image:url(https://www.qualtrics.com/m/assets/wp-content/uploads/2024/02/cx-metrics-feature-en.webp);"></div> <div class="col-12 col-md-8 mb-5"> <a class="text-black" href="https://www.qualtrics.com/experience-management/customer/customer-experience-measurement-metrics/"> <p class="pl-3 mb-2 callout text-gray-ally" style="text-transform:uppercase;">CX Measurement</p> <p class="pl-3 headline-card headline-card-alt text-black" >Customer experience metrics – how to measure CX</p> <p class="pl-3 callout mt-3" style="line-height:1.4;font-size: 18px;font-weight:400;">You’re starting to put a customer experience program in place, but how will you know if it’s successful? Find out how to measure customer experience and the key CX metrics to know about.<br /><span style="font-size: .9375rem;font-weight: 400;line-height: 2.6;">17 min read </span></p> </a> </div> <div class="col-12 mb-5"> <p class="headline-card text-cx-ally text-cx-ally" > More CX Measurement articles</p> </div> </div> <div class="row "> <div class="col-12 col-md-6 mb-5 0"> <a class="headline-card text-black" href="https://www.qualtrics.com/experience-management/customer/customer-experience-measurement-metrics/">Customer experience metrics – how to measure CX<br /><span style="font-size: .9375rem;font-weight: 400;line-height: 1.6;">17 min read </span> </a> </div> <div class="col-12 col-md-6 mb-5 1"> <a class="headline-card text-black" href="https://www.qualtrics.com/experience-management/customer/customer-data/">Customer data types and collection methods explained<br /><span style="font-size: .9375rem;font-weight: 400;line-height: 1.6;">13 min read </span> </a> </div> <div class="col-12 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</a> </div> <div class="col-12 col-md-6 mb-5 5"> <a class="headline-card text-black" href="https://www.qualtrics.com/experience-management/customer/customer-dashboards/">Using customer dashboards for better CX ROI<br /><span style="font-size: .9375rem;font-weight: 400;line-height: 1.6;">16 min read </span> </a> </div> <div class="col-12 col-md-6 mb-5 6"> <a class="headline-card text-black" href="https://www.qualtrics.com/experience-management/customer/omnichannel-analytics/">Understanding omnichannel analytics<br /><span style="font-size: .9375rem;font-weight: 400;line-height: 1.6;">12 min read </span> </a> </div> <div class="col-12 col-md-6 mb-5 7"> <a class="headline-card text-black" href="https://www.qualtrics.com/experience-management/customer/customer-experience-benchmarking/">Customer experience benchmarking: Your ultimate guide<br /><span style="font-size: .9375rem;font-weight: 400;line-height: 1.6;">12 min read </span> </a> </div> <div class="col-12 col-md-6 mb-5 8"> <a class="headline-card text-black" href="https://www.qualtrics.com/experience-management/customer/csat-vs-nps/">CSAT vs NPS: Which customer satisfaction metric is best?<br /><span style="font-size: .9375rem;font-weight: 400;line-height: 1.6;">10 min read </span> </a> </div> <div class="col-12 col-md-6 mb-5 9"> <a class="headline-card text-black" href="https://www.qualtrics.com/experience-management/customer/customer-experience-analytics/">A beginner’s guide to customer experience analytics<br /><span style="font-size: .9375rem;font-weight: 400;line-height: 1.6;">10 min read </span> </a> </div> <div class="col-12 col-md-6 mb-5 10"> <a class="headline-card text-black" href="https://www.qualtrics.com/experience-management/customer/crm-customer-experience-data/">Combining your CRM and Customer Experience Data<br /><span style="font-size: .9375rem;font-weight: 400;line-height: 1.6;">3 min read </span> </a> </div> </div> <div class="row py-5" > <div class="see-more-action col-12 text-center" tabindex="0" role="button" aria-pressed="false" data-state="hide" data-wrapper="cx-measurement" style="cursor: pointer;"> <h3 class="headline-card" style="font-size:14px;">SEE MORE</h3> <span class="expand-indicator-readmore-down"></span> </div> </div> </div> <div id="customer-churn-retention" class="target-menu py-6 border-count border-bottom" > <div class="row" > <div class="col-12 col-md-4 mb-5 thumbnail-leaf lg-thumb" style="background-image:url(https://www.qualtrics.com/m/assets/wp-content/uploads/2024/05/customer-retention-en.webp);"></div> <div class="col-12 col-md-8 mb-5"> <a class="text-black" href="https://www.qualtrics.com/experience-management/customer/customer-retention/"> <p class="pl-3 mb-2 callout text-gray-ally" style="text-transform:uppercase;">Customer Churn & Retention</p> <p class="pl-3 headline-card headline-card-alt text-black" >Customer retention: Definition and best practices</p> <p class="pl-3 callout mt-3" style="line-height:1.4;font-size: 18px;font-weight:400;">Customer retention programs are a key business value driver. But what factors drive retention in the first place? In this guide, we’ll explore the what, how and why behind designing an effective strategy – and take a look at some of the best examples from the world’s biggest brands. <br /><span style="font-size: .9375rem;font-weight: 400;line-height: 2.6;">17 min read </span></p> </a> </div> <div class="col-12 mb-5"> <p class="headline-card text-cx-ally text-cx-ally" > More Customer Churn & Retention articles</p> </div> </div> <div class="row "> <div class="col-12 col-md-6 mb-5 0"> <a class="headline-card text-black" href="https://www.qualtrics.com/experience-management/customer/customer-retention/">Customer retention: Definition and best practices<br /><span style="font-size: .9375rem;font-weight: 400;line-height: 1.6;">17 min read </span> </a> </div> <div class="col-12 col-md-6 mb-5 1"> <a class="headline-card text-black" href="https://www.qualtrics.com/experience-management/customer/customer-churn/">Customer churn and how to calculate churn rate<br /><span style="font-size: 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read </span> </a> </div> <div class="col-12 col-md-6 mb-5 8"> <a class="headline-card text-black" href="https://www.qualtrics.com/experience-management/customer/customer-lifetime-value/">What is customer lifetime value (CLV) and how can you increase it?<br /><span style="font-size: .9375rem;font-weight: 400;line-height: 1.6;">15 min read </span> </a> </div> <div class="col-12 col-md-6 mb-5 9"> <a class="headline-card text-black" href="https://www.qualtrics.com/experience-management/customer/customer-loyalty/">The ultimate guide to customer loyalty<br /><span style="font-size: .9375rem;font-weight: 400;line-height: 1.6;">18 min read </span> </a> </div> <div class="col-12 col-md-6 mb-5 10"> <a class="headline-card text-black" href="https://www.qualtrics.com/experience-management/customer/customer-retention-surveys/">Customer retention survey best practices<br /><span style="font-size: .9375rem;font-weight: 400;line-height: 1.6;">5 min read </span> </a> </div> </div> <div class="row py-5" > <div class="see-more-action col-12 text-center" tabindex="0" role="button" aria-pressed="false" data-state="hide" data-wrapper="customer-churn-retention" style="cursor: pointer;"> <h3 class="headline-card" style="font-size:14px;">SEE MORE</h3> <span class="expand-indicator-readmore-down"></span> </div> </div> </div> <div id="customer-service" class="target-menu py-6 border-count border-bottom" > <div class="row" > <div class="col-12 col-md-4 mb-5 thumbnail-leaf lg-thumb" style="background-image:url(https://www.qualtrics.com/m/assets/wp-content/uploads/2023/08/cust-service-feature-en-e1703171298114.webp);"></div> <div class="col-12 col-md-8 mb-5"> <a class="text-black" href="https://www.qualtrics.com/experience-management/customer/service-tips-skills/"> <p class="pl-3 mb-2 callout text-gray-ally" style="text-transform:uppercase;">Customer Service</p> <p class="pl-3 headline-card headline-card-alt text-black" >Customer service and how to improve it</p> <p class="pl-3 callout mt-3" style="line-height:1.4;font-size: 18px;font-weight:400;">Update your customer service approach to meet modern expectations, integrating personalization and AI to enhance experiences. 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</div> <div class="col-12 col-md-6 mb-5 5"> <a class="headline-card text-black" href="https://www.qualtrics.com/experience-management/customer/generative-ai-customer-service/">Generative AI customer service: The future of the contact center?<br /><span style="font-size: .9375rem;font-weight: 400;line-height: 1.6;">10 min read </span> </a> </div> <div class="col-12 col-md-6 mb-5 6"> <a class="headline-card text-black" href="https://www.qualtrics.com/experience-management/customer/customer-service-experience/">Customer service experience: What it is and why it matters<br /><span style="font-size: .9375rem;font-weight: 400;line-height: 1.6;">13 min read </span> </a> </div> <div class="col-12 col-md-6 mb-5 7"> <a class="headline-card text-black" href="https://www.qualtrics.com/experience-management/customer/customer-service-kpi/">Customer service KPI guide: Which metrics are most important?<br /><span style="font-size: .9375rem;font-weight: 400;line-height: 1.6;">14 min read </span> </a> </div> <div class="col-12 col-md-6 mb-5 8"> <a class="headline-card text-black" href="https://www.qualtrics.com/experience-management/customer/artificial-intelligence-and-customer-support/">Enhancing customer support with AI & machine learning<br /><span style="font-size: .9375rem;font-weight: 400;line-height: 1.6;">15 min read </span> </a> </div> <div class="col-12 col-md-6 mb-5 9"> <a class="headline-card text-black" href="https://www.qualtrics.com/experience-management/customer/omnichannel-customer-service/">What is omnichannel customer service?<br /><span style="font-size: .9375rem;font-weight: 400;line-height: 1.6;">12 min read </span> </a> </div> <div class="col-12 col-md-6 mb-5 10"> <a class="headline-card text-black" href="https://www.qualtrics.com/experience-management/customer/frontline-customer-service/">How to improve frontline customer service<br /><span style="font-size: .9375rem;font-weight: 400;line-height: 1.6;">11 min read </span> </a> </div> <div class="col-12 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href="https://www.qualtrics.com/experience-management/customer/frontline-customer-experience/">Improving the frontline customer experience<br /><span style="font-size: .9375rem;font-weight: 400;line-height: 1.6;">11 min read </span> </a> </div> <div class="col-12 col-md-6 mb-5 15"> <a class="headline-card text-black" href="https://www.qualtrics.com/experience-management/customer/field-service-experience/">Field service experience: Why its more than just satisfying customers’ needs<br /><span style="font-size: .9375rem;font-weight: 400;line-height: 1.6;">17 min read </span> </a> </div> <div class="col-12 col-md-6 mb-5 16"> <a class="headline-card text-black" href="https://www.qualtrics.com/experience-management/customer/customer-self-service/">Customer self service: What it is and how to get it right<br /><span style="font-size: .9375rem;font-weight: 400;line-height: 1.6;">16 min read </span> </a> </div> <div class="col-12 col-md-6 mb-5 17"> <a class="headline-card text-black" href="https://www.qualtrics.com/experience-management/customer/service-metrics/">The top customer service metrics to measure<br /><span style="font-size: .9375rem;font-weight: 400;line-height: 1.6;">16 min read </span> </a> </div> <div class="col-12 col-md-6 mb-5 18"> <a class="headline-card text-black" href="https://www.qualtrics.com/experience-management/customer/service-survey/">Customer service surveys: What questions to ask and why<br /><span style="font-size: .9375rem;font-weight: 400;line-height: 1.6;">22 min read </span> </a> </div> <div class="col-12 col-md-6 mb-5 19"> <a class="headline-card text-black" href="https://www.qualtrics.com/experience-management/customer/customer-effort-score/">What is customer effort score (CES) & how do I measure it?<br /><span style="font-size: .9375rem;font-weight: 400;line-height: 1.6;">8 min read </span> </a> </div> </div> <div class="row py-5" > <div class="see-more-action col-12 text-center" tabindex="0" role="button" aria-pressed="false" data-state="hide" data-wrapper="customer-service" style="cursor: pointer;"> <h3 class="headline-card" style="font-size:14px;">SEE MORE</h3> <span class="expand-indicator-readmore-down"></span> </div> </div> </div> <div id="digital-cx" class="target-menu py-6 border-count border-bottom" > <div class="row" > <div class="col-12 col-md-4 mb-5 thumbnail-leaf lg-thumb" style="background-image:url(https://www.qualtrics.com/m/assets/wp-content/uploads/2023/09/digital-cx-feature-en.webp);"></div> <div class="col-12 col-md-8 mb-5"> <a class="text-black" href="https://www.qualtrics.com/experience-management/customer/what-is-digital-cx/"> <p class="pl-3 mb-2 callout text-gray-ally" style="text-transform:uppercase;">Digital CX</p> <p class="pl-3 headline-card headline-card-alt text-black" >Digital customer experience: Everything you need to know</p> <p class="pl-3 callout mt-3" style="line-height:1.4;font-size: 18px;font-weight:400;">Digital and physical experiences continue to blur. We’ve found that some physical experiences are better online, and consumers want to keep it that way. How well you deliver and personalize these experiences will determine your success in 2022.<br /><span style="font-size: .9375rem;font-weight: 400;line-height: 2.6;">23 min read </span></p> </a> </div> <div class="col-12 mb-5"> <p class="headline-card text-cx-ally text-cx-ally" > More Digital CX articles</p> </div> </div> <div class="row "> <div class="col-12 col-md-6 mb-5 0"> <a class="headline-card text-black" href="https://www.qualtrics.com/experience-management/customer/what-is-digital-cx/">Digital customer experience: Everything you need to know<br /><span style="font-size: .9375rem;font-weight: 400;line-height: 1.6;">23 min read </span> </a> </div> <div class="col-12 col-md-6 mb-5 1"> <a class="headline-card text-black" href="https://www.qualtrics.com/experience-management/customer/digital-customer-service/">Digital customer service: How to get it right<br /><span style="font-size: .9375rem;font-weight: 400;line-height: 1.6;">15 min read </span> </a> </div> <div class="col-12 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tabindex="0" role="button" aria-pressed="false" data-state="hide" data-wrapper="contact-center" style="cursor: pointer;"> <h3 class="headline-card" style="font-size:14px;">SEE MORE</h3> <span class="expand-indicator-readmore-down"></span> </div> </div> </div> <div id="customer-acquisition" class="target-menu py-6 border-count border-bottom" > <div class="row" > <div class="col-12 col-md-4 mb-5 thumbnail-leaf lg-thumb" style="background-image:url(https://www.qualtrics.com/m/assets/wp-content/uploads/2023/03/customeracquisition2.jpg);"></div> <div class="col-12 col-md-8 mb-5"> <a class="text-black" href="https://www.qualtrics.com/experience-management/customer/customer-acquisition/"> <p class="pl-3 mb-2 callout text-gray-ally" style="text-transform:uppercase;">Customer Acquisition</p> <p class="pl-3 headline-card headline-card-alt text-black" >Customer acquisition: How to win new customers (and keep them forever)</p> <p class="pl-3 callout mt-3" style="line-height:1.4;font-size: 18px;font-weight:400;">What is customer acquisition, what’s the best way to attract lifelong customers, and how do you ensure that doing so doesn’t actually cost you money in the long run? Here’s everything you need to know…<br /><span style="font-size: .9375rem;font-weight: 400;line-height: 2.6;">21 min read </span></p> </a> </div> <div class="col-12 mb-5"> <p class="headline-card text-cx-ally text-cx-ally" > More Customer Acquisition articles</p> </div> </div> <div class="row "> <div class="col-12 col-md-6 mb-5 0"> <a class="headline-card text-black" href="https://www.qualtrics.com/experience-management/customer/customer-acquisition/">Customer acquisition: How to win new customers (and keep them forever)<br /><span style="font-size: .9375rem;font-weight: 400;line-height: 1.6;">21 min read </span> </a> </div> </div> </div> <div id="customer-satisfaction" class="target-menu py-6 border-count border-bottom" > <div class="row" > <div class="col-12 col-md-4 mb-5 thumbnail-leaf lg-thumb" style="background-image:url(https://www.qualtrics.com/m/assets/wp-content/uploads/2023/08/customer-satisfaction-feature-en.webp);"></div> <div class="col-12 col-md-8 mb-5"> <a class="text-black" href="https://www.qualtrics.com/experience-management/customer/customer-satisfaction/"> <p class="pl-3 mb-2 callout text-gray-ally" style="text-transform:uppercase;">Customer Satisfaction</p> <p class="pl-3 headline-card headline-card-alt text-black" >The definitive guide to customer satisfaction</p> <p class="pl-3 callout mt-3" style="line-height:1.4;font-size: 18px;font-weight:400;">How can you deliver meaningful experiences if you don’t know whether you’re satisfying customer needs? Understand what customer satisfaction is, why it matters and how measuring it can help you improve your customers’ experiences.<br /><span style="font-size: .9375rem;font-weight: 400;line-height: 2.6;">16 min read </span></p> </a> </div> <div class="col-12 mb-5"> <p class="headline-card text-cx-ally text-cx-ally" > More Customer Satisfaction articles</p> </div> </div> <div class="row "> <div class="col-12 col-md-6 mb-5 0"> <a class="headline-card text-black" href="https://www.qualtrics.com/experience-management/customer/customer-satisfaction/">The definitive guide to customer satisfaction<br /><span style="font-size: .9375rem;font-weight: 400;line-height: 1.6;">16 min read </span> </a> </div> <div class="col-12 col-md-6 mb-5 1"> <a class="headline-card text-black" href="https://www.qualtrics.com/experience-management/customer/customer-delight/">Customer delight: How to keep your customers coming back for more<br /><span style="font-size: .9375rem;font-weight: 400;line-height: 1.6;">18 min read </span> </a> </div> <div class="col-12 col-md-6 mb-5 2"> <a class="headline-card text-black" href="https://www.qualtrics.com/experience-management/customer/improve-customer-satisfaction/">How to improve customer satisfaction<br /><span style="font-size: .9375rem;font-weight: 400;line-height: 1.6;">11 min read </span> </a> </div> <div class="col-12 col-md-6 mb-5 3"> <a class="headline-card text-black" href="https://www.qualtrics.com/experience-management/customer/what-is-csat/">What is CSAT and how do you measure it?<br /><span style="font-size: .9375rem;font-weight: 400;line-height: 1.6;">8 min read </span> </a> </div> </div> <div class="row related-see-more"> <div class="col-12 col-md-6 mb-5 4"> <a class="headline-card text-black" href="https://www.qualtrics.com/experience-management/customer/satisfaction-surveys/">Customer satisfaction (CSAT) surveys: Questions & template<br /><span style="font-size: .9375rem;font-weight: 400;line-height: 1.6;">21 min read </span> </a> </div> <div class="col-12 col-md-6 mb-5 5"> <a class="headline-card text-black" href="https://www.qualtrics.com/experience-management/customer/measure-customer-satisfaction/">How to measure customer satisfaction: 4 key metrics<br /><span style="font-size: .9375rem;font-weight: 400;line-height: 1.6;">22 min read </span> </a> </div> </div> <div class="row py-5" > <div class="see-more-action col-12 text-center" tabindex="0" role="button" aria-pressed="false" data-state="hide" data-wrapper="customer-satisfaction" style="cursor: pointer;"> <h3 class="headline-card" style="font-size:14px;">SEE MORE</h3> <span class="expand-indicator-readmore-down"></span> </div> </div> </div> <div id="b2b-cx" class="target-menu py-6 border-count border-bottom" > <div class="row" > <div class="col-12 col-md-4 mb-5 thumbnail-leaf lg-thumb" style="background-image:url(https://www.qualtrics.com/m/assets/wp-content/uploads/2021/08/b2b-cx-sq.jpeg);"></div> <div class="col-12 col-md-8 mb-5"> <a class="text-black" href="https://www.qualtrics.com/experience-management/customer/b2b-customer-experience/"> <p class="pl-3 mb-2 callout text-gray-ally" style="text-transform:uppercase;">B2B CX</p> <p class="pl-3 headline-card headline-card-alt text-black" >The complete guide to B2B customer experience</p> <p class="pl-3 callout mt-3" style="line-height:1.4;font-size: 18px;font-weight:400;">B2B customer experience (CX) management is often inspired by the B2C market. However, there are B2B nuances that require a more personalized approach. Learn how to create the ultimate B2B customer experience with our best practice guidelines.<br /><span style="font-size: .9375rem;font-weight: 400;line-height: 2.6;">21 min read </span></p> </a> </div> <div class="col-12 mb-5"> <p class="headline-card text-cx-ally text-cx-ally" > More B2B CX articles</p> </div> </div> <div class="row "> <div class="col-12 col-md-6 mb-5 0"> <a class="headline-card text-black" href="https://www.qualtrics.com/experience-management/customer/b2b-customer-experience/">The complete guide to B2B customer experience<br /><span style="font-size: .9375rem;font-weight: 400;line-height: 1.6;">21 min read </span> </a> </div> <div class="col-12 col-md-6 mb-5 1"> <a class="headline-card text-black" href="https://www.qualtrics.com/experience-management/customer/b2b-customer-service/">B2B Customer Service: definition and how to get it right<br /><span style="font-size: .9375rem;font-weight: 400;line-height: 1.6;">10 min read </span> </a> </div> <div class="col-12 col-md-6 mb-5 2"> <a class="headline-card text-black" href="https://www.qualtrics.com/experience-management/customer/customer-success/">Customer success: definition, strategy and best practices<br /><span style="font-size: .9375rem;font-weight: 400;line-height: 1.6;">8 min read </span> </a> </div> <div class="col-12 col-md-6 mb-5 3"> <a class="headline-card text-black" href="https://www.qualtrics.com/experience-management/customer/customer-health-scores/">Using customer health scores to improve customer experience<br /><span style="font-size: .9375rem;font-weight: 400;line-height: 1.6;">15 min read </span> </a> </div> </div> <div class="row related-see-more"> <div class="col-12 col-md-6 mb-5 4"> <a class="headline-card text-black" href="https://www.qualtrics.com/experience-management/customer/win-loss-analysis-and-optimization-how-to-get-it-right/">Win/loss analysis and optimization: how to get it right<br /><span style="font-size: .9375rem;font-weight: 400;line-height: 1.6;">10 min read </span> </a> </div> <div class="col-12 col-md-6 mb-5 5"> <a class="headline-card text-black" href="https://www.qualtrics.com/experience-management/customer/b2b-buyer-journey/">Understanding and mapping the B2B buyer journey<br /><span style="font-size: .9375rem;font-weight: 400;line-height: 1.6;">11 min read </span> </a> </div> <div class="col-12 col-md-6 mb-5 6"> <a class="headline-card text-black" href="https://www.qualtrics.com/experience-management/customer/b2b-churn-retention/">Understanding B2B customer churn and retention for better account management<br /><span style="font-size: .9375rem;font-weight: 400;line-height: 1.6;">7 min read </span> </a> </div> </div> <div class="row py-5" > <div class="see-more-action col-12 text-center" tabindex="0" role="button" aria-pressed="false" data-state="hide" data-wrapper="b2b-cx" style="cursor: pointer;"> <h3 class="headline-card" style="font-size:14px;">SEE MORE</h3> <span class="expand-indicator-readmore-down"></span> </div> </div> </div> <div id="location-based-cx" class="target-menu py-6 border-count border-bottom" > <div class="row" > <div class="col-12 col-md-4 mb-5 thumbnail-leaf lg-thumb" style="background-image:url(https://www.qualtrics.com/m/assets/wp-content/uploads/2021/08/600x600-geofencing.jpg);"></div> <div class="col-12 col-md-8 mb-5"> <a class="text-black" href="https://www.qualtrics.com/experience-management/customer/geofencing-beaconing/"> <p class="pl-3 mb-2 callout text-gray-ally" style="text-transform:uppercase;">Location-based CX</p> <p class="pl-3 headline-card headline-card-alt text-black" >The ultimate guide to geofencing and beaconing for customer experience</p> <p class="pl-3 callout mt-3" style="line-height:1.4;font-size: 18px;font-weight:400;">As technological innovation accelerates, businesses need to keep with the latest techniques to provide great customer experiences. Read on to learn about geofencing and beaconing and how they can significantly improve your CX. <br /><span style="font-size: .9375rem;font-weight: 400;line-height: 2.6;">17 min read </span></p> </a> </div> <div class="col-12 mb-5"> <p class="headline-card text-cx-ally text-cx-ally" > More Location-based CX articles</p> </div> </div> <div class="row "> <div class="col-12 col-md-6 mb-5 0"> <a class="headline-card text-black" href="https://www.qualtrics.com/experience-management/customer/geofencing-beaconing/">The ultimate guide to geofencing and beaconing for customer experience<br /><span style="font-size: .9375rem;font-weight: 400;line-height: 1.6;">17 min read </span> </a> </div> <div class="col-12 col-md-6 mb-5 1"> <a class="headline-card text-black" href="https://www.qualtrics.com/experience-management/customer/restaurant-customer-experience/">Improving the customer experience in restaurants<br /><span style="font-size: .9375rem;font-weight: 400;line-height: 1.6;">6 min read </span> </a> </div> </div> </div> <div id="nps" class="target-menu py-6 border-count border-bottom" > <div class="row" > <div class="col-12 col-md-4 mb-5 thumbnail-leaf lg-thumb" style="background-image:url(https://www.qualtrics.com/m/assets/wp-content/uploads/2020/07/nps-score.webp);"></div> <div class="col-12 col-md-8 mb-5"> <a class="text-black" href="https://www.qualtrics.com/experience-management/customer/net-promoter-score/"> <p class="pl-3 mb-2 callout text-gray-ally" style="text-transform:uppercase;">NPS</p> <p class="pl-3 headline-card headline-card-alt text-black" >What is NPS? The ultimate guide to boosting your Net Promoter Score</p> <p class="pl-3 callout mt-3" style="line-height:1.4;font-size: 18px;font-weight:400;">Net Promoter Score (NPS) is the gold standard of customer experience metrics. Read our in-depth guide written by customer experience experts to better understand what Net Promoter Score is, how it is calculated, and how tracking it can benefit your organization.<br /><span style="font-size: .9375rem;font-weight: 400;line-height: 2.6;">16 min read </span></p> </a> </div> <div class="col-12 mb-5"> <p class="headline-card text-cx-ally text-cx-ally" > More NPS articles</p> </div> </div> <div class="row "> <div class="col-12 col-md-6 mb-5 0"> <a class="headline-card text-black" href="https://www.qualtrics.com/experience-management/customer/net-promoter-score/">What is NPS? The ultimate guide to boosting your Net Promoter Score<br /><span style="font-size: .9375rem;font-weight: 400;line-height: 1.6;">16 min read </span> </a> </div> <div class="col-12 col-md-6 mb-5 1"> <a class="headline-card text-black" href="https://www.qualtrics.com/experience-management/customer/how-to-improve-your-nps/">How to improve your Net Promoter Score (NPS)<br /><span style="font-size: .9375rem;font-weight: 400;line-height: 1.6;">12 min read </span> </a> </div> <div class="col-12 col-md-6 mb-5 2"> <a class="headline-card text-black" href="https://www.qualtrics.com/experience-management/customer/nps-questions-examples-and-template/">Net Promoter Score (NPS) questions: Examples and template<br /><span style="font-size: .9375rem;font-weight: 400;line-height: 1.6;">13 min read </span> </a> </div> <div class="col-12 col-md-6 mb-5 3"> <a class="headline-card text-black" href="https://www.qualtrics.com/experience-management/customer/good-net-promoter-score/">What is a good Net Promoter Score?<br /><span style="font-size: .9375rem;font-weight: 400;line-height: 1.6;">11 min read </span> </a> </div> </div> <div class="row related-see-more"> <div class="col-12 col-md-6 mb-5 4"> <a class="headline-card text-black" href="https://www.qualtrics.com/experience-management/customer/transactional-vs-relational-nps/">Transactional vs. relational NPS: Which should you use?<br /><span style="font-size: .9375rem;font-weight: 400;line-height: 1.6;">7 min read </span> </a> </div> <div class="col-12 col-md-6 mb-5 5"> <a class="headline-card text-black" href="https://www.qualtrics.com/experience-management/customer/measure-nps/">How to calculate & measure Net Promoter Score (NPS)<br /><span style="font-size: .9375rem;font-weight: 400;line-height: 1.6;">12 min read </span> </a> </div> <div class="col-12 col-md-6 mb-5 6"> <a class="headline-card text-black" href="https://www.qualtrics.com/experience-management/customer/detractors/">What is a detractor and how do you turn them into promoters?<br /><span style="font-size: .9375rem;font-weight: 400;line-height: 1.6;">4 min read </span> </a> </div> </div> <div class="row py-5" > <div class="see-more-action col-12 text-center" tabindex="0" role="button" aria-pressed="false" data-state="hide" data-wrapper="nps" style="cursor: pointer;"> <h3 class="headline-card" style="font-size:14px;">SEE MORE</h3> <span class="expand-indicator-readmore-down"></span> </div> </div> </div> </div> </div> </div> </section> <section id="cat-footer-section" class="content-hub-footer-section bg-white shadow-top cx" data-swiftype-name="body" data-swiftype-type="text" style="z-index:3; position:relative;"> <div class="container py-7"> <div class="content-block row py-4"> <div class="match-heights col-md-3"> <h2 class="feature-module">Learn why CX leaders grow 2x faster than the average company</h2> </div> <div class="match-heights col-md-1"> <div class="vert-line"></div> </div> <div class="match-heights col-md-8 category-content"><p><a href="https://www.qualtrics.com/experience-management/customer/customer-experience/">Customer experience management</a> empowers organizations to translate customer insights into the improvements that drive financial outcomes, including:</p> <ul> <li>Improved customer retention and loyalty</li> <li>Increased customer share of wallet</li> <li>Optimized customer acquisition</li> <li>Reduced cost to serve</li> <li>Increased brand awareness and equity</li> </ul> <p>Customer experience management is more than a system of measuring and acting on <a href="https://www.qualtrics.com/experience-management/customer/collecting-customer-feedback/">customer feedback</a>. It is a discipline that begins with executive leadership and translates to company-wide culture. It requires a commitment to customer research, <a href="https://www.qualtrics.com/experience-management/employee/employee-engagement/">employee engagement</a>, and continuous program innovation.</p> <p>Closing the customer experience gap requires X-data and the systems to use it well. The payoff is in the bottom line. 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data-code="GD" data-us-name="Grenada" value="Grenada">Grenada</option><option data-code="GP" data-us-name="Guadeloupe" value="Guadeloupe">Guadeloupe</option><option data-code="GU" data-us-name="Guam" value="Guam">Guam</option><option data-code="GT" data-us-name="Guatemala" value="Guatemala">Guatemala</option><option data-code="GG" data-us-name="Guernsey" value="Guernsey">Guernsey</option><option data-code="GN" data-us-name="Guinea" value="Guinea">Guinea</option><option data-code="GW" data-us-name="Guinea-Bissau" value="Guinea-Bissau">Guinea-Bissau</option><option data-code="GY" data-us-name="Guyana" value="Guyana">Guyana</option><option data-code="HT" data-us-name="Haiti" value="Haiti">Haiti</option><option data-code="HM" data-us-name="Heard Island and McDonald Islands" value="Heard Island and McDonald Islands">Heard Island and McDonald Islands</option><option data-code="VA" data-us-name="Holy See (Vatican City State)" value="Holy See (Vatican City State)">Holy See (Vatican City State)</option><option data-code="HN" data-us-name="Honduras" value="Honduras">Honduras</option><option data-code="HK" data-us-name="Hong Kong, China" value="Hong Kong, China">Hong Kong, China</option><option data-code="HU" data-us-name="Hungary" value="Hungary">Hungary</option><option data-code="IS" data-us-name="Iceland" value="Iceland">Iceland</option><option data-code="IN" data-us-name="India" value="India">India</option><option data-code="ID" data-us-name="Indonesia" value="Indonesia">Indonesia</option><option data-code="IQ" data-us-name="Iraq" value="Iraq">Iraq</option><option data-code="IE" data-us-name="Ireland" value="Ireland">Ireland</option><option data-code="IM" data-us-name="Isle of Man" value="Isle of Man">Isle of Man</option><option data-code="IL" data-us-name="Israel" value="Israel">Israel</option><option data-code="IT" data-us-name="Italy" value="Italy">Italy</option><option data-code="JM" data-us-name="Jamaica" value="Jamaica">Jamaica</option><option data-code="JA" data-us-name="Japan" value="Japan">Japan</option><option data-code="JE" data-us-name="Jersey" value="Jersey">Jersey</option><option data-code="JO" data-us-name="Jordan" value="Jordan">Jordan</option><option data-code="KZ" data-us-name="Kazakhstan" value="Kazakhstan">Kazakhstan</option><option data-code="KE" data-us-name="Kenya" value="Kenya">Kenya</option><option data-code="KI" data-us-name="Kiribati" value="Kiribati">Kiribati</option><option data-code="KW" data-us-name="Kuwait" value="Kuwait">Kuwait</option><option data-code="KG" data-us-name="Kyrgyzstan" value="Kyrgyzstan">Kyrgyzstan</option><option data-code="LA" data-us-name="Lao People's Democratic Republic" value="Lao People's Democratic Republic">Lao People's Democratic Republic</option><option data-code="LV" data-us-name="Latvia" value="Latvia">Latvia</option><option data-code="LB" data-us-name="Lebanon" value="Lebanon">Lebanon</option><option data-code="LS" data-us-name="Lesotho" value="Lesotho">Lesotho</option><option data-code="LR" data-us-name="Liberia" value="Liberia">Liberia</option><option data-code="LY" data-us-name="Libya" value="Libya">Libya</option><option data-code="LI" data-us-name="Liechtenstein" value="Liechtenstein">Liechtenstein</option><option data-code="LT" data-us-name="Lithuania" value="Lithuania">Lithuania</option><option data-code="LU" data-us-name="Luxembourg" value="Luxembourg">Luxembourg</option><option data-code="MO" data-us-name="Macao, China" value="Macao, China">Macao, China</option><option data-code="MK" data-us-name="Macedonia, North" value="Macedonia, North">Macedonia, North</option><option data-code="MG" data-us-name="Madagascar" value="Madagascar">Madagascar</option><option data-code="MW" data-us-name="Malawi" value="Malawi">Malawi</option><option data-code="MY" data-us-name="Malaysia" value="Malaysia">Malaysia</option><option data-code="MV" data-us-name="Maldives" value="Maldives">Maldives</option><option data-code="ML" data-us-name="Mali" value="Mali">Mali</option><option data-code="MT" data-us-name="Malta" value="Malta">Malta</option><option data-code="MH" data-us-name="Marshall Islands" value="Marshall Islands">Marshall Islands</option><option data-code="MQ" data-us-name="Martinique" value="Martinique">Martinique</option><option data-code="MR" data-us-name="Mauritania" value="Mauritania">Mauritania</option><option data-code="MU" data-us-name="Mauritius" value="Mauritius">Mauritius</option><option data-code="YT" data-us-name="Mayotte" value="Mayotte">Mayotte</option><option data-code="MX" data-us-name="Mexico" value="Mexico">Mexico</option><option data-code="FM" data-us-name="Micronesia" value="Micronesia">Micronesia</option><option data-code="MD" data-us-name="Moldova" value="Moldova">Moldova</option><option data-code="MC" data-us-name="Monaco" value="Monaco">Monaco</option><option data-code="MN" data-us-name="Mongolia" value="Mongolia">Mongolia</option><option data-code="ME" data-us-name="Montenegro" value="Montenegro">Montenegro</option><option data-code="MS" data-us-name="Montserrat" value="Montserrat">Montserrat</option><option data-code="MA" data-us-name="Morocco" value="Morocco">Morocco</option><option data-code="MZ" data-us-name="Mozambique" value="Mozambique">Mozambique</option><option data-code="MM" data-us-name="Myanmar" value="Myanmar">Myanmar</option><option data-code="NA" data-us-name="Namibia" value="Namibia">Namibia</option><option data-code="NR" data-us-name="Nauru" value="Nauru">Nauru</option><option data-code="NP" data-us-name="Nepal" value="Nepal">Nepal</option><option data-code="NL" data-us-name="Netherlands" value="Netherlands">Netherlands</option><option data-code="NC" data-us-name="New Caledonia" value="New Caledonia">New Caledonia</option><option data-code="NZ" data-us-name="New Zealand" value="New Zealand">New Zealand</option><option data-code="NI" data-us-name="Nicaragua" value="Nicaragua">Nicaragua</option><option data-code="NE" data-us-name="Niger" value="Niger">Niger</option><option data-code="NG" data-us-name="Nigeria" value="Nigeria">Nigeria</option><option data-code="NU" data-us-name="Niue" value="Niue">Niue</option><option data-code="NF" data-us-name="Norfolk Island" value="Norfolk Island">Norfolk Island</option><option data-code="MP" data-us-name="Northern Mariana Islands" value="Northern Mariana Islands">Northern Mariana Islands</option><option data-code="NO" data-us-name="Norway" value="Norway">Norway</option><option data-code="OM" data-us-name="Oman" value="Oman">Oman</option><option data-code="PK" data-us-name="Pakistan" value="Pakistan">Pakistan</option><option data-code="PW" data-us-name="Palau" value="Palau">Palau</option><option data-code="PS" data-us-name="Palestine" value="Palestine">Palestine</option><option data-code="PA" data-us-name="Panama" value="Panama">Panama</option><option data-code="PG" data-us-name="Papua New Guinea" value="Papua New Guinea">Papua New Guinea</option><option data-code="PY" data-us-name="Paraguay" value="Paraguay">Paraguay</option><option data-code="PE" data-us-name="Peru" value="Peru">Peru</option><option data-code="PH" data-us-name="Philippines" value="Philippines">Philippines</option><option data-code="PN" data-us-name="Pitcairn" value="Pitcairn">Pitcairn</option><option data-code="PL" data-us-name="Poland" value="Poland">Poland</option><option data-code="PT" data-us-name="Portugal" value="Portugal">Portugal</option><option data-code="PR" data-us-name="Puerto Rico" value="Puerto Rico">Puerto Rico</option><option data-code="QA" data-us-name="Qatar" value="Qatar">Qatar</option><option data-code="RO" data-us-name="Romania" value="Romania">Romania</option><option data-code="RU" data-us-name="Russia, excluding Crimea" value="Russia, excluding Crimea">Russia, excluding Crimea</option><option data-code="RW" data-us-name="Rwanda" value="Rwanda">Rwanda</option><option data-code="RE" data-us-name="Réunion" value="Réunion">Réunion</option><option data-code="BL" data-us-name="Saint Barthélemy" value="Saint Barthélemy">Saint Barthélemy</option><option data-code="SH" data-us-name="Saint Helena, Ascension and Tristan da Cunha" value="Saint Helena, Ascension and Tristan da Cunha">Saint Helena, Ascension and Tristan da Cunha</option><option data-code="KN" data-us-name="Saint Kitts and Nevis" value="Saint Kitts and Nevis">Saint Kitts and Nevis</option><option data-code="LC" data-us-name="Saint Lucia" value="Saint Lucia">Saint Lucia</option><option data-code="MF" data-us-name="Saint Martin (French part)" value="Saint Martin (French part)">Saint Martin (French part)</option><option data-code="PM" data-us-name="Saint Pierre and Miquelon" value="Saint Pierre and Miquelon">Saint Pierre and Miquelon</option><option data-code="VC" data-us-name="Saint Vincent and the Grenadines" value="Saint Vincent and the Grenadines">Saint Vincent and the Grenadines</option><option data-code="WS" data-us-name="Samoa" value="Samoa">Samoa</option><option data-code="SM" data-us-name="San Marino" value="San Marino">San Marino</option><option data-code="ST" data-us-name="Sao Tome and Principe" value="Sao Tome and Principe">Sao Tome and Principe</option><option data-code="SA" data-us-name="Saudi Arabia" value="Saudi Arabia">Saudi Arabia</option><option data-code="SN" data-us-name="Senegal" value="Senegal">Senegal</option><option data-code="RS" data-us-name="Serbia" value="Serbia">Serbia</option><option data-code="SC" data-us-name="Seychelles" value="Seychelles">Seychelles</option><option data-code="SL" data-us-name="Sierra Leone" value="Sierra Leone">Sierra Leone</option><option data-code="SG" data-us-name="Singapore" value="Singapore">Singapore</option><option data-code="SX" data-us-name="Sint Maarten (Dutch part)" value="Sint Maarten (Dutch part)">Sint Maarten (Dutch part)</option><option data-code="SK" data-us-name="Slovakia" value="Slovakia">Slovakia</option><option data-code="SI" data-us-name="Slovenia" value="Slovenia">Slovenia</option><option data-code="SB" data-us-name="Solomon Islands" value="Solomon Islands">Solomon Islands</option><option data-code="SO" data-us-name="Somalia" value="Somalia">Somalia</option><option data-code="ZA" data-us-name="South Africa" value="South Africa">South Africa</option><option data-code="GS" data-us-name="South Georgia and the South Sandwich Islands" value="South Georgia and the South Sandwich Islands">South Georgia and the South Sandwich Islands</option><option data-code="KR" data-us-name="South Korea" value="South Korea">South Korea</option><option data-code="SS" data-us-name="South Sudan" value="South Sudan">South Sudan</option><option data-code="ES" data-us-name="Spain" value="Spain">Spain</option><option data-code="LK" data-us-name="Sri Lanka" value="Sri Lanka">Sri Lanka</option><option data-code="SD" data-us-name="Sudan" value="Sudan">Sudan</option><option data-code="SR" data-us-name="Suriname" value="Suriname">Suriname</option><option data-code="SJ" data-us-name="Svalbard and Jan Mayen" value="Svalbard and Jan Mayen">Svalbard and Jan Mayen</option><option data-code="SE" data-us-name="Sweden" value="Sweden">Sweden</option><option data-code="CH" data-us-name="Switzerland" value="Switzerland">Switzerland</option><option data-code="TW" data-us-name="Taiwan, China" value="Taiwan, China">Taiwan, China</option><option data-code="TJ" data-us-name="Tajikistan" value="Tajikistan">Tajikistan</option><option data-code="TZ" data-us-name="Tanzania" value="Tanzania">Tanzania</option><option data-code="TH" data-us-name="Thailand" value="Thailand">Thailand</option><option data-code="TL" data-us-name="Timor-Leste" value="Timor-Leste">Timor-Leste</option><option data-code="TG" data-us-name="Togo" value="Togo">Togo</option><option data-code="TK" data-us-name="Tokelau" value="Tokelau">Tokelau</option><option data-code="TO" data-us-name="Tonga" value="Tonga">Tonga</option><option data-code="TT" data-us-name="Trinidad and Tobago" value="Trinidad and Tobago">Trinidad and Tobago</option><option data-code="TN" data-us-name="Tunisia" value="Tunisia">Tunisia</option><option data-code="TR" data-us-name="Turkey" value="Turkey">Turkey</option><option data-code="TM" data-us-name="Turkmenistan" value="Turkmenistan">Turkmenistan</option><option data-code="TC" data-us-name="Turks and Caicos Islands" value="Turks and Caicos Islands">Turks and Caicos Islands</option><option data-code="TV" data-us-name="Tuvalu" value="Tuvalu">Tuvalu</option><option data-code="UG" data-us-name="Uganda" value="Uganda">Uganda</option><option data-code="UA" data-us-name="Ukraine, excluding Crimea" value="Ukraine, excluding Crimea">Ukraine, excluding Crimea</option><option data-code="AE" data-us-name="United Arab Emirates" value="United Arab Emirates">United Arab Emirates</option><option data-code="GB" data-us-name="United Kingdom" value="United Kingdom">United Kingdom</option><option data-code="US" data-us-name="United States" value="United States">United States</option><option 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