How To Turn Customer Feedback Into Actionable Insights — With Brad Anderson of Qualtrics

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Knowing what matters most to customers and employees — especially in this uncertain economic environment — is mission-critical. Experience management is at the center of getting it right.

This week in the Modern Customer Podcast, we have Brad Anderson, President of Products & Services at Qualtrics, the leader and creator of the experience management category. In this episode, we talk about experience management and how it helps companies capture everything employees and customers say about their brand — and turns that into actionable insights.

BOOKMARKS:
0:00 -- Intro
1:24 -- Who is Brad Anderson?
2:48 -- Brad's career story
4:56 -- The CX trends Brad has seen in the last few years
7:51 -- What are the most customer-centric companies doing right?
11:11 -- Brad's insights on 'Experience Management'
12:27 -- As a salesperson, what types of conversations does Brad hear in the boardroom - and how does Qualtrics address those conversations?
16:18 -- Lessons we can learn from a Chief Digital Officer
18:46 -- Brad's insights on AI and machine learning
20:58 -- Leadership and the two sides of the equation in experience management
22:41 -- Brad's predictions on where the industry is going

*This episode is sponsored by Qualtrics

#Qualtrics #experiencemanagement #customerservice #customersupport #loyalty #customerexperience

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