Blog
2022 U.S. Net Promoter Score Drops from 2021 Recovery
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Research
XM Deep Dive: ServiceNow Uses Action Workflows to Build an “Insights to Action” Culture
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Research
Global Study: IT Executives and XM
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Launchpad
The XM Operating Framework
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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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VIDEOS

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?

NPS dropped by an average of 4 pts from 2021 to 2022

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89% of IT leaders say agility is very important

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We have an FAQs page of common XM questions

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44% of orgs are in the second stage of CX maturity

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XM Pros

TOPIC OF THE MONTH

Designing Personalized, Positive Digital Experiences

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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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November’s interactive virtual meetups are on Designing Personalized, Positive Digital Experiences. See registration information here.

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Ask an Expert! Isabelle Zdatny, XM Catalyst, will be answering questions in the community from 11/21 – 11/23. Learn more.

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Recent Publications

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MULTIMEDIA

XM Discussions: Leading Through Uncertainty with American Express

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BLOG

Bad Customer Experience Puts $3.1 Trillion in Global Consumer Sales at Risk

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RESEARCH

Global Study: What Happens After a Bad Experience, 2022

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DATA SNIPPET

NPS® Ratings Across 20 Industries, 2018 – 2022

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Editor's Picks

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RESEARCH

XM Deep Dive: ServiceNow Uses Action Workflows to Build an “Insights to Action” Culture

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BLOG

Commentary On XM Institute Business Resilience Report, Q3 2022

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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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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.