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Conversational Analytics Are Transforming Contact Centers
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Research
U.S. Consumer Journeys Needing Improvement Across 22 Industries
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Economics of NPS, 2022
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Measuring the Impact of Digital Experiences
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XM Library Resources

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XM Library

Resources

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LAUNCHPADS

Starter packs to begin learning more about core XM topics.

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DATA SNIPPETS

Charts & graphs showing key findings from our studies.

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RESEARCH REPORTS

In-depth research into key trends & best practices.

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TOOLS

Simple, practical tools to help assess & mature XM programs.

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MULTIMEDIA

Highly consumable, shareable videos on fundamental XM topics.

Launchpads

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Launchpads

Check out our Launchpads, which are unique resources for starting to learn about important XM topics.

Introduction to Experience Management

Driving Insights with X- and O-Data

Fundamentals of Customer Experience

Fundamentals of Employee Experience
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Did You

Know?

Execs with strong XM abilities report 2.4x higher revenue growth

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We have an FAQs page of common XM questions

See Expert Answers

Gen Z is the least optimistic of any generation

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Consumers are 3.3x more likely to trust after a 5-star experience

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XM Pros

TOPIC OF THE MONTH

Innovative Listening Practices in XM

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MEMBER SPOTLIGHT

Manar Sabry
Sr. Assistant Director for Strategic Analysis // Binghamton University

Manar is focused on developing a student success journey, applying data and analytics to identify factors that influence students’ ability to reach their education and career goals.

XM ANNOUNCEMENTS

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June’s interactive virtual meetups are on Innovative Listening Practices in XM. See registration information here.

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Ask an Expert! Greg Chase, XM Catalyst, will be answering questions in the community from 6/27 – 7/01. Learn more.

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Recent Publications

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TOOL

Template: EX Project Evaluation Inventory

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RESEARCH

XM Deep Dive: Neighborhood Health Plan of Rhode Island Drives Culture Change With Journey Maps

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TOOL

Template: CX Project Evaluation Inventory

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MULTIMEDIA

Four Insights-Driven Action Loops

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Editor's Picks

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BLOG

Conversational Analytics Are Transforming Contact Centers

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BLOG

Build Four Action Loops to Respond to Insights

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BLOG

Introducing 2022, The Year of Agility

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MULTIMEDIA

Modern XM

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BLOG

How Do You Explain Experience Management to Senior Executives?

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BLOG

Introducing the XM Professional (XMP) Certification

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BLOG

Goodbye Static Brands. Introducing Modern Brand Experience Management

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BLOG

Metrics: Recipes for Proving ROI and Elevating XM

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The XM Institute helps you

Understand

We define the discipline of Experience Management and create simple frameworks that make it easy to embed XM across your organization.

Connect

We facilitate a global community of XM professionals where you can network with and learn from your peers.

Accelerate

We research and uncover best practices to help you build and mature your XM program.

Succeed

We offer tools, training, and certification to help you advance your career as an XM leader.