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Articles by Rachad Davis
2026 Breakthrough Artist Award winners
Financial services: From fragmentation to one framework and substantial opportunity PayPal didn't have a listening problem. They had a fragmentation problem. With 90+ surveys running across multiple platforms using inconsistent metrics, the insights existed, but they couldn't compound.
The 4 market research trends shaping 2026
Intro A year ago, we published our 2025 Market Research Trends Report and called out what had by then become a universal truth: Artificial Intelligence in market research wasn’t a passing fad. Twelve months later, adopting AI is no longer innovative – it’s foundational. With 95% of researchers now using AI tools regularly or experimenting with them, the gap is no longer between those who use AI and those who don’t.
Marketing Execs Drowning in Data Still Rely on Gut Instinct but Hope Synthetic Research Will Help
Customer Experience Employee Experience Product Experience Brand Experience Market Research Marketing execs drowning in data still rely on gut instinct but hope synthetic research will help Businesses are pouring money into market research—nearly half of senior marketing leaders say they invest over 15% of their budget toward business intelligence—yet most of that intelligence sits unused.
A Beginner’s Guide to Agentic AI for Improving Experiences
Customer Experience Employee Experience Product Experience Brand Experience Market Research A beginner’s guide to agentic AI for improving experiences Customer expectations are higher than ever. Organizations aren’t just competing on products or prices—they’re competing on experiences. The ability to anticipate, adapt, and act in real time on customer signals has become a critical differentiator.
Deliver 200% Better Quality Customer Feedback with AI-Powered Conversations
Customer Experience Employee Experience Product Experience Brand Experience Market Research Deliver 200% better quality customer feedback with AI-powered conversations AI is fundamentally transforming how organizations understand and engage with customers. Industry analysts project this shift could unlock nearly $1 trillion in value across sectors as traditional approaches to customer experience increasingly struggle to meet rising expectations.
Orienting Your XM Program On Impact: Insight Tracking
Last year we launched the value chain framework – a guide to help Experience Management professionals connect their work to business outcomes. As highlighted in the guide, we see a number of areas where organizations get stuck. This article focuses on one of these areas: the black box trap. Can you point to 3 meaningful business outcomes your team’s work has driven over the past few months? If not, then you might be falling into the black box trap.
Closing the Experience Gap with Journey Metrics
Journeys are an essential lens for Experience Management (XM) professionals to understand what customers or employees experience when they are trying to accomplish goals with an organization. Journeys provide a holistic view of an end-to-end experience that contextualizes individual interactions from the perspective of customers or employees rather than through the departmental silos that organizations typically align around.
X4 Sydney 2025: Building Authentic Connections in an AI World
X4® Sydney 2025 saw XM leaders from around the globe come together to experience inspirational keynotes, practical breakout sessions from the world’s biggest brands, and new innovations launched on the XM Platform® powered by Qualtrics® AI. Brad Anderson, President of Product & Engineering at Qualtrics, opened up the event with a powerful message centered on connection, empathy, and the evolving role of technology in shaping human experiences.
4 Tips for Preventing Drop-Offs in Surveys
You've spent hours working on your survey project—from identifying the research objectives and collaborating with stakeholders, to crafting questions and setting it up in Qualtrics. You need to gather a certain number of responses, but learn that you fell short of your goals because fewer people have completed your survey than expected.
Three-Quarters of Customers Would Pay More for a Premium Experience
Customer Experience Employee Experience Product Experience Brand Experience Market Research Three-quarters of customers would pay more for a premium experience The majority of US consumers (72%) say they would pay more for a premium experience when doing business with a company, according to new data from Qualtrics XM Institute. In particular, consumers are most willing (84%) to pay for a better experience when flying.
How To Incorporate Three Categories of AI Into Your XM Efforts
While artificial intelligence (AI) promises to reshape Experience Management (XM) efforts, turning its potential into reality remains a challenge for organizations, many of whom remain stuck in “pilot purgatory.” This article breaks down three core categories of AI – Analytical, Generative, and Agentic – and provides practical guidance for embedding AI within your customer or employee experience program.
The Power of Nurses: Celebrating National Nurses Week
Nurses Week is a powerful reminder of the extraordinary contributions that nurses make to the health and well-being of individuals, families, and communities. The week culminates on May 12 — the birthday of Florence Nightingale, arguably the most famous nurse in history. This year, the American Nurses Association has embraced the theme “The Power of Nurses” — a poignant tribute to the resilience, compassion, and dedication that shape the nursing profession.
AI-powered Innovations for the XM Platform Showcased at X4 2025
Customer Experience Employee Experience Product Experience Brand Experience Market Research AI-powered innovations for the XM Platform showcased at X4 2025 At Qualtrics, we’re committed to enhancing our customers’ understanding of experience management now and into the future. At X4® 2025, we showcased our latest product innovations to the XM Platform® powered by Qualtrics® AI, that allow organizations to truly create experiences that build deep, powerful connections.
The ultimate guide to an unforgettable X4 Summit experience
Customer Experience Employee Experience Product Experience Brand Experience Market Research The ultimate guide to an unforgettable X4 Summit experience It’s back! The greatest gathering of Experience Management professionals on the planet returns for 2025 – bigger, better, and more memorable than ever. Whether it is your first time, or you’re a seasoned veteran, as you start planning your trip, our guide will help you get the most out of your X4 2025 experience.
2025 X4 Summit: Make Every Connection Count
Customer Experience Employee Experience Product Experience Brand Experience Market Research 2025 X4 Summit: Make Every Connection Count As the world rapidly evolves, so does the landscape of customer and employee experience. Consumers have less money in their pockets and there’s been a continual decline in customer feedback.
Celebrating CX Day 2024 with everyday tips for showing your impact
October 1st marks CX Day, an annual global celebration by the Customer Experience Professionals Association (CXPA) of the companies creating great experiences for their customers and the people who work tirelessly to enhance interactions and optimize touchpoints day-in and day-out. The theme for 2024 is ‘Good CX delivers better outcomes for customers, employees, and their organizations’, and if that sounds familiar, it’s because it’s the exact same theme from last year. Why the repeat?
New Innovations for the XM Platform Showcased at X4 2024
At X4® 2024, we got the opportunity to connect with Experience Management leaders from around the world to listen, share ideas, and break down how organizations can deliver human-like experiences that build human connections at scale. We also showcased powerful new capabilities to the XM Platform® powered by Qualtrics® AI, an XM-specific AI specialized in human connection and purpose-built to get you closer to your customers and employees.
X4 2024: Reimagining Human Experiences with AI
Day 2 of X4® 2024 followed up on a dynamic opening day and included Qualtrics’ President of Product and Services, Brad Anderson, NBA Hall of Famer Dwyane Wade, New York Times best-selling author Morgan Housel, and former First Lady Michelle Obama.
X4 2024: Humanized Intelligence
The first day of X4® 2024 saw thousands of XM leaders come together to experience inspirational keynotes, practical breakout sessions from the world’s biggest brands, and new innovations launched on the XM Platform® powered by Qualtrics® AI. Qualtrics CEO Zig Serafin kicked off the conference by setting the stage for the current AI revolution that leaders across every industry find themselves a part of.
Patient-centric innovation isn’t a numbers game - it’s a people game
As companies tweak processes to fit in today's digital age, healthcare organizations have followed suit as patients have grown accustomed to rapid, convenient services in other areas of their lives. But we can't forget exceptional experiences that deliver positive outcomes should always have the patient top of mind. When you talk about what changes healthcare organizations need to make in order to transform to stay with the times, you hear a consistent message.
Marilyn Tavenner
Marilyn Tavenner is President & CEO of America’s Health Insurance Plans (AHIP). Prior to joining AHIP in the summer of 2015, Marilyn served as administrator/principal deputy administrator of the Centers for Medicare & Medicaid Services (CMS) from 2010-2015. Prior to her appointment to CMS, she served as Secretary of Health and Human Resources in the cabinet of Governor Tim Kaine from 2006-2010.
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