Page 1 of 81
Qualtrics Certification CustomerXM (CX) Expert Exam
2026-2027 COMPLETE 300 QUESTIONS AND VERIFIED
SOLUTIONS LATEST UPDATE THIS YEAR
QUESTION: A strong CX program is linked to four key financial results. Select the four results
from the list below:
Increase customer retention and loyalty
Decrease cost to serve
Decrease cost of acquisition
Increase market share
Increase customer lifetime value
Increase share of wallet - ANSWER-Increase customer retention and loyalty
Decrease cost to serve
Decrease cost of acquisition
Increase customer lifetime value
,Page 2 of 81
QUESTION: "CX is the basis for our organization's ongoing differentiation." At which phase of
the maturity model does this hypothetical company sit? - ANSWER-Embed
QUESTION: What are the steps of the XM Maturity Model? - ANSWER-Stage 1. Investigate
Stage 2. Initiate
Stage 3. Mobilize
Stage 4. Scale
Stage 5. Embed
QUESTION: What are the four types of Customer XM Programs? - ANSWER-Relational Studies
Customer Care Feedback
Post Location Visit Feedback
Digital Feedback
,Page 3 of 81
QUESTION: What is a Relational Studies CX program? - ANSWER-A relational study CX program
is designed to evaluate the overall health of the relationships that your organization has with its
customers.
Relational studies are most prominently performed in the Business to Business (B2B) space,
where a business is able to measure the overall relationship of an account by sampling many
stakeholders.
Relational studies are sent to customers on a regular basis, and not after a specific transaction.
An annual basis is the most common option.
QUESTION: What is a Customer Care Feedback CX program? - ANSWER-A CX program used to
rate the customer's satisfaction with your business when they reach out with an issue. It is also
used to confirm that a customer's issue is actually solved to the their expectations. If it is not, a
ticketing system must be set up that can route the ongoing issue to someone on your team
empowered to solve the issue.
, Page 4 of 81
EX: You order a pair of shoes from an online retailer. Now, say that the package was lost or sent
to the wrong location. Upon reaching out to the retailer's customer care team, they offer to re-
send the package, as well as giving you a voucher for a free pair of shoes to be used in the
future.
Q; Which of the following does NOT describe the nature of Topics analyzed under the Text Tab?
Can be built in before responses are recorded
Can be used in filters
Act like Custom Fields
Behave as Embedded Data
Can be used in reports - ANSWER-Can be built in before responses are recorded
Qualtrics Certification CustomerXM (CX) Expert Exam
2026-2027 COMPLETE 300 QUESTIONS AND VERIFIED
SOLUTIONS LATEST UPDATE THIS YEAR
QUESTION: A strong CX program is linked to four key financial results. Select the four results
from the list below:
Increase customer retention and loyalty
Decrease cost to serve
Decrease cost of acquisition
Increase market share
Increase customer lifetime value
Increase share of wallet - ANSWER-Increase customer retention and loyalty
Decrease cost to serve
Decrease cost of acquisition
Increase customer lifetime value
,Page 2 of 81
QUESTION: "CX is the basis for our organization's ongoing differentiation." At which phase of
the maturity model does this hypothetical company sit? - ANSWER-Embed
QUESTION: What are the steps of the XM Maturity Model? - ANSWER-Stage 1. Investigate
Stage 2. Initiate
Stage 3. Mobilize
Stage 4. Scale
Stage 5. Embed
QUESTION: What are the four types of Customer XM Programs? - ANSWER-Relational Studies
Customer Care Feedback
Post Location Visit Feedback
Digital Feedback
,Page 3 of 81
QUESTION: What is a Relational Studies CX program? - ANSWER-A relational study CX program
is designed to evaluate the overall health of the relationships that your organization has with its
customers.
Relational studies are most prominently performed in the Business to Business (B2B) space,
where a business is able to measure the overall relationship of an account by sampling many
stakeholders.
Relational studies are sent to customers on a regular basis, and not after a specific transaction.
An annual basis is the most common option.
QUESTION: What is a Customer Care Feedback CX program? - ANSWER-A CX program used to
rate the customer's satisfaction with your business when they reach out with an issue. It is also
used to confirm that a customer's issue is actually solved to the their expectations. If it is not, a
ticketing system must be set up that can route the ongoing issue to someone on your team
empowered to solve the issue.
, Page 4 of 81
EX: You order a pair of shoes from an online retailer. Now, say that the package was lost or sent
to the wrong location. Upon reaching out to the retailer's customer care team, they offer to re-
send the package, as well as giving you a voucher for a free pair of shoes to be used in the
future.
Q; Which of the following does NOT describe the nature of Topics analyzed under the Text Tab?
Can be built in before responses are recorded
Can be used in filters
Act like Custom Fields
Behave as Embedded Data
Can be used in reports - ANSWER-Can be built in before responses are recorded
