Exploring the MarTech & CX Landscape
Poor customer experiences could cost businesses nearly $3 trillion in sales globally as customers cut their spending in response to a bad experience, according to a new analysis of global consumers from Qualtrics XM Institute.
Qualtrics report reveals widening competitive gap as AI-first research teams capture significantly more budget and strategic influence
Research teams that haven’t moved beyond basic AI are losing out on budget, influence, and strategic relevance — and the gap is widening fast according to the 2026 Market Research Trends report from Qualtrics.
The landscape of market research is undergoing a significant transformation, driven by advancements in artificial intelligence. Research from Qualtrics shows senior marketing and CX leaders are increasingly recognizing AI’s capacity to deliver competitive advantages, with 94% acknowledging its strategic importance.
New Qualtrics research shows AI in customer service is falling short, with
one in five consumers unimpressed. This article was written for CMSWire by
Greg Kihlström.
The age of abundant data has arrived, yet many organizations find themselves drowning in information while struggling to connect with customers on a human level. This paradox, being “data rich but insight and action poor,” is a common challenge for businesses today. The sheer volume of signals, from website clicks to social media mentions, creates an overwhelming scenario where insights become outdated before they can be acted upon.
Qualtrics, the leader and creator of the experience management (XM) category, today announced an expanded collaboration with Stanford Health Care to create AI agents that translate predictive insights into timely, targeted actions, reducing the administrative and coordination burdens placed on healthcare providers.
Qualtrics and PureSpectrum today announced a partnership that will bring to market advanced synthetic research capabilities that accelerate time to critical market insights in a fraction of the time and cost of traditional research panels.
What if the problem isn’t that AI moves too slowly—but that it moves without context, without empathy, and without earning trust?
Today we’re going to talk about how Agentic AI is changing that—offering a way to transform experience management from reactive to proactive, and from transactional to genuinely helpful. To help me discuss this topic, I’d like to welcome Manisha Powar, VP, Head of Product, Customer Experience Suite at Qualtrics.
This article was written by Greg Kihlström for CMSWire. Airlines, apps and investment firms see the biggest CX returns. Now it’s time to align your strategy with what customers really want.
