Explore insights from the 2025 Global Trends Reports
As the landscape of business continues to evolve, understanding and managing the experiences of your customers and employees has never been more critical. Welcome to the October edition of XM Monthly, where we bring you the insights, trends and innovations leaders need to know.
This month, we’re excited to share the 2025 Global Trends Reports for consumers, employees, and market researchers. We also highlight Qualtrics’ partnership with Lumen Technologies and the latest AI capabilities in XM for Employee Experience. Let’s dive in.
Qualtrics 2025 Global Trends Reports are here
The 2025 editions of Qualtrics’ annual Global Trends Reports are live, revealing insights that will affect the landscape of business in the upcoming year. Highlights of the reports include:
Find out more trends below ⬇️
Consumer Trends Report
In the fourth annual Consumer Trends report, Qualtrics gleaned insights from over 23,000 consumers across the globe to uncover what’s important to them and how to meet their expectations. One big takeaway: more than half of consumers say they’ll cut spending with a company after a bad experience. That means it’s more important than ever to get it right.
Respondents were also asked about their opinion when it comes to businesses using AI, with 46% being comfortable using AI to complete specific goals – but only 26% of respondents trust organizations to use AI responsibly.
Want to know more about how consumers feel about AI, data privacy and what makes them loyal to a company? Read the full report below.
Employee Experience Trends Report
The sixth annual Employee Experience Trends Report from Qualtrics shares what employees want in the workplace and what is driving their engagement, according to 35,000 employees. With work feeling more chaotic than ever, nearly 40% of employees surveyed reported feeling the pressure to produce from their employers. Learn how employees are adapting in the full report.
Market Research Trends Report
Finally, the Market Research Trends Report also went live with insights from over 3,000 researchers around the world. The report covers rapid changes in the ways companies learn about their markets as they face privacy concerns, budget constraints and increased demand for real-time information. One key finding? Nearly three-quarters of respondents say synthetic responses will make up the majority of data used for market research within three years. Read the full report to learn more.
How Lumen uses Qualtrics to boost customer service and satisfaction
Lumen took their customer data collection to the next level with their brand new customer insights platform, pairing experiential data with operational data to improve their understanding of what makes for a great experience. This new insights platform, powered by XM for Customer Experience and Qualtrics AI, helped Lumen tailor its customer communications and increase their NPS score by 17 points year over year.
“Real-time data signals [mean] that our people can meet the moment, and in many cases meet the customer with empathy and a good understanding of how to help them and how to action what matters to them most.” — Kristina Nissen, Senior Vice President, Strategic Pursuits and Mid-Market at Lumen Technologies
Learn more about Qualtrics’ partnership with Lumen here.
Now available: Qualtrics AI capabilities for employee experience
Qualtrics’ solution for simplifying employee experience management now includes advanced AI capabilities, making the process of collecting, analyzing, and acting on employee feedback easier and more efficient than before.
The latest updates to XM for Employee Experience include access to:
Learn more about the newest additions to our EX solution here.
What else is new?
Qualtrics CEO Zig Serafin featured on On Purpose podcast. Kristin Peck, CEO of Zoetis, sat down with Zig Serafin for an interview about what he’s learned throughout his career in the tech industry, from his beginnings at Microsoft to his leadership as Qualtrics’ CEO. Serafin also discussed his dual-culture upbringing with parents who immigrated from Poland, and what their hard work taught him about perseverance. Watch the full interview.
Brad Anderson emphasizes the importance of acting on feedback. Qualtrics President of Products, UX, and Engineering Brad Anderson underscored the value of acting on customer feedback beyond simply collecting it – and how to convey this to leadership. Check out his step-by-step guide to building a more successful experience management program here.
Subscribe to the XM Monthly newsletter to stay up-to-date on all things experience management.