Experience Matters Blog
Exploring Success, Effort, and Emotion for 23 Industries (2019-2023)
US consumers evaluate three dimensions of customer experience: success, effort, and emotion, across organizations in 23 industries from 2019 - 2023.
Read MoreNPS Starts to Stabilize in the Wake of the Pandemic
In this blog post, we examine the average Net Promoter Score (NPS) of 22 industries and compare these results to previous years. This data is based on our U.S. Consumer Study, where 10,000 respondents rate 351 organizations.
Read MoreThe State of the XM Profession, 2024
We explore how XM practitioners perceive many different aspects of their chosen profession based on findings from our recent XM Professionals Study of 471 XM pros.
Read MoreGetting Started: Integrating Digital into Your CX Efforts
To succeed in our digital-first era, CX programs must incorporate digital technologies, strategies, and capabilities into their CX efforts. Here we break down the 5 steps for getting started and share examples of CX-digital partnership opportunities.
Read MoreThe Evolution to Modern Experience Management
Experience Management (XM) is evolving from Passive Market Research to Embedded Human Empathy. This post explores the future of XM and explains how to build the 3 capabilities of a Modern XM program that is capable of transforming your business.
Read MoreAnnouncing the Updated XM Fundamentals Certification
XM Institute announces our updated XMF certification, now available to learners on XM Basecamp and edX.
Read More$3.7 Trillion of 2024 Global Sales are at Risk Due to Bad Customer Experiences
Using data from over 28,000 consumers and the World Bank, we calculate the global sales at risk due to bad experiences.
Read MoreThe State of CX in the Retail Banking Industry
In this blog post, we share data and trends on the state of customer experience in the banking industry according to 10,000 US consumers and industry experts.
Read MoreExamining 12 Years of Consumer Trust Ratings
XM Institute has measured trust for more than a decade. Results show that groceries are the most trusted, TV/internet service providers are the least trusted, and the federal government improved the most. Also, older consumers are more trusting.
Read MoreIntroducing 2024, The Year of Trust
We believe that building trust will be essential in 2024. Join us as we explore this topic throughout the year and raise trust around the world.
Read More