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

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About the Episode

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.

Host Greg Kihlstrom welcomes Isabelle Zdatny, CCXP, XMP , Head of Thought Leadership at the Qualtrics 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.

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About Isabelle Zdatny

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

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• 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/
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• The Agile Brand podcast website: 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 at https://www.teksystems.com
• 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

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?? Book Updates

ALSO AVAILABLE: The Agile Brand Guide to Customer Data Platforms: 2024 Edition with a Foreword by Heidi Bullock, CMO at Tealium.

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