1. The CX Paradox
– 3 Ways Measuring Your Customer Satisfaction Could Actually Damage It –
SM

2. The CX Paradox
SM
Introduction
Qualtrics Overview
The CX Goal
The CX Paradox
The Solution

3. SM
Braydon Anderson Aaron Robison

4. Brands & Organizations
8K+
of the top 100
business schools
99
Users
2M+
Used In
Countries
90+
The World’s
Leading
Insight
Platform
PROVO / USA
DUBLIN / IRL
SYDNEY / AUS
SEATTLE / USA
DALLAS / USA

5. Customer Insights
Voice of the Customer Programs
Customer Satisfaction Surveys
Net Promoter Systems
Website Experience Feedback
Employee Insights
360-degree Employee Feedback
Employee Engagement Surveys
Employee Satisfaction Surveys
Exit Interviews
Market Insights
Ad Testing
Concept Testing
Market Research
Academic Studies
All your insights in one place

6. The CX Goal
SM

7. to improve the customer experience and drive outcomes

8. The CX Paradox
SM

9. sometimes measuring CX can get in the way of a good customer experience

10. The CX Paradox
Over Surveying Customers
Opt Out Management in Silos
Non-Native Feedback Experience

18. The CX Paradox Solution
Control Contact Frequency
Respect Opt Outs
Native Feedback Experience

22. The CX Paradox Solution
Control Contact Frequency
Respect Opt Outs
Native Feedback Experience

23. feedback has to feel natural

24. feedback has to be native to the experience

25. NATIVE FEEDBACK
Twitter

26. NATIVE FEEDBACK
Twitter

27. NATIVE FEEDBACK
Citrix

28. NATIVE FEEDBACK
Citrix

29. NATIVE FEEDBACK
Citrix

30. NATIVE FEEDBACK
In-email
surveys

31. NATIVE FEEDBACK
In-email
surveys

32. “The feedback experience shouldn’t be longer
than the interaction with your brand”

33. The CX Paradox Solution
Control Contact Frequency
Respect Opt Outs
Native Feedback Experience