Companies with Better CX Had Better Pandemic Results: XM Institute

One causal relationship that’s pretty clear is better customer experience leads to better financial performance – at least where monopolies are not involved.  This report from Qualtrics’ XM Institute proves the point yet again, showing that companies with a high CX rating at the start of the pandemic substantially outperformed their peers during 2020.  The authors argue that companies with better CX were more agile, which let them adapt more effectively to pandemic challenges.