#601: Improving the Customer Experience in a Feedback Recession with Isabelle Zdatny, Qualtrics

The Agile Brand with Greg Kihlstrom

The Agile Brand

Business, Marketing

5 • 2.7K Ratings

🗓️ 13 November 2024

⏱️ 27 minutes

🔗️ Recording | iTunes | RSS

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Summary

What if your customers are staying silent after a bad experience - or even a good one for that matter? If you’re waiting for feedback to drive improvement, the silence might already be costing you more than you think. Today we’re exploring the future of customer feedback with Isabelle Zdatny, Head of Thought Leadership at the XM Institute at Qualtrics. We’ll dive into the findings from Qualtrics' 2025 Consumer Trends Report, the challenges of the “feedback recession,” and the role technology could play in shaping the future of customer insights. As Head of Thought Leadership with Qualtrics XM Institute, Isabelle helps Experience Management (XM) professionals make sense of the complex, evolving XM landscape so they can do their jobs with more confidence and success. She produces industry-leading content on XM trends and best practices, develops and delivers training, advises organizations on the design and execution of their CX and EX programs, and speaks on key XM topics and trends. RESOURCES Qualtrics: https://www.qualtrics.com Qualtrics 2025 Global Consumer Trends Report: https://www.qualtrics.com/ebooks-guides/customer-experience-trends/ XM Institute: https://www.xminstitute.com/ Wix Studio is the ultimate web platform for creative, fast-paced teams at agencies and enterprises—with smart design tools, flexible dev capabilities, full-stack business solutions, multi-site management, advanced AI and fully managed infrastructure. https://www.wix.com/studio Connect with Greg on LinkedIn: https://www.linkedin.com/in/gregkihlstrom Don't miss a thing: get the latest episodes, sign up for our newsletter and more: https://www.theagilebrand.show Check out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.com The Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://www.teksystems.com/versionnextnow The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company

Transcript

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0:00.0	The Agile brand
0:02.0	Welcome to Season 6 of the Agile brand, where we discuss marketing technology and customer experience trends, insights and ideas with enterprise and technology platform leaders.
0:18.0	We focus on the people, processes, data, and platforms that make
0:22.1	brands successful, scalable, customer-focused, and sustainable. This is what makes an agile brand.
0:27.9	I'm your host, Greg Kilstrom, advising Fortune 1000 brands on MARTech, marketing operations,
0:33.3	and CX, best-selling author and speaker. The Agile Brand podcast is brought to you by Tech Systems, an industry leader in full-stack
0:40.8	technology services, talent services, and real-world application.
0:45.1	For more information, go to teksystems.com.
0:48.9	Now let's get on to the show.
0:52.7	What if your customers are staying silent after a bad experience, or even a good one for that matter?
0:58.8	If you're waiting for feedback to drive improvement, the silence might already be costing you more than you think.
1:04.6	Today we're exploring the future of customer feedback with Isabelle Zadatni, head of thought leadership at the XM Institute at Qualtricks.
1:11.6	We're going to dive into the findings from Qualtrix's 2025 Consumer Trends Report,
1:16.6	the challenges of the feedback recession, and the role technology could play in shaping the future of customer insights.
1:23.6	Isabel, welcome to the show.
1:25.6	Hi, Greg, delighted to be here. Thank you so much for having me.
1:29.1	Yeah, looking forward to talking about these topics with you. Why don't we start with you giving a little
1:34.0	intro of yourself, a little background and what you do at Qualtrix? Yeah, so my name is Isabel Zadatney again.
1:42.0	I'm head of thought leadership here at Qualtrix XM Institute.
1:46.0	An XM Institute is a small but mighty team inside Qualtrix that operates almost like a little
1:52.3	think tank.
1:53.2	So we are entirely dedicated to building the category of experience management, customer experience,
	...

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