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In the AI era, skipping research fundamentals only leads you to wrong decisions faster, with negative outcomes for both your customers and your business. We developed the Customer Research Canvas to help research professionals and practitioners execute better research.

The Massachusetts Department of Public Utilities sets the example by prioritizing transparency and user experience best practices to improve billing experiences. Applying UX best practices and doing customer research are fundamentals for good bill design.

Whether intentional or not, coercive and deceptive design frustrates customers and erodes trust in the brand. Instead, deliver a great customer experience, and sales (and ensuing trust and loyalty) will follow.

To drive loyalty and differentiate in a world where customers increasingly connect via digital channels, you must create digital experiences that are not only easy and effective but also emotionally resonant. Learn why emotionally resonant experiences matter now and what makes a digital experience emotionally resonant.

Experience research platforms help companies discover and define opportunities, test concepts and prototypes, and evaluate user and customer experiences.

When investigating the evolving scope and practices of design, there are encouraging signs of progress. At the same time, persistent challenges still hinder design teams’ effectiveness.

Budget planning this season may feel like a high-stakes expedition into uncharted territory. Learn how our 2026 Budget Planning Guide can help customer experience leaders deftly navigate this uncertain terrain.

We often hear comments and questions from customer experience and digital business leaders such as, “We designed and built this product, but not many people use it — and we don’t know why” or “We have a chatbot, but customers are not using it, so how can we drive engagement?”

What do AI-powered advancements such as Experience Agents and Qualtrics Edge mean for experience research today and in the future? Here are three takeaways from Qualtrics X4.

Plain language is a key driver of CX quality in health insurance, but only half of US online adults who are health insurance customers say it’s easy to understand their coverage. This key indicator has been trending downwards: It was 57% in 2023 and reached a high of 59% in 2022. Health insurers must act […]

In 2024, trust in health insurers hit a three-year low, with just 56% of consumers saying that they trust their health insurer to do what's in their best interest. Regain consumer trust by taking these actions.

This holiday season, increase your customers’ confidence in your digital experiences with four best practices.

In the realm of experience research and design, achieving organizational maturity is an ongoing process of evolution and refinement. Leaders must transcend reactive, ad hoc management of their teams to embrace a systematic, data-informed approach that emphasizes responsible, strategic scale. Learn how seasoned leaders manage their organizations through the lenses of five pillars: purpose, people, […]

Customers’ task completion is a measure of success for many companies, but to create a good user experience, it is just the bare minimum. There is more to consider for creating good, fulfilling experiences. Learn key practices to enhance user trust and confidence in digital experiences.

Having conversations with clients and learning from their experiences often yields new perspectives on familiar topics. We know that research must have a clear objective, be actionable, and be aligned with business goals, but is there more to consider? What does “good” research look like?

Getting stakeholders on board is crucial for customer research to have a real impact on decisions. The Forrester report, “Build Effective Research Partnerships To Ensure Impact,” delves into how researchers can build strong partnerships with stakeholders throughout the research process. This blog covers five often-overlooked lessons from the report that are crucial to build effective partnerships with stakeholders.

Interviewing is a key method for gathering rich qualitative data in customer research. To get the most out of your customer interviews and produce data that drives decision-making, ask yourself these five questions.

Qualtrics introduced its AI-powered Strategy & Research suite at its summit, X4, and launched its “Strategic UX” product — officially entering the experience research space. The new product supports various UX research methods like video feedback, unmoderated usability testing, card sorting, and tree testing, and it leverages AI to generate insights and recommended actions. Adding […]

More than 1 billion people worldwide have disabilities and are underserved by today’s digital products. Global Accessibility Awareness Day (GAAD) reminds us of this and aims to get everyone talking, thinking, and learning about digital access and inclusion.