Did you Know?

Here are some of the XM Institute faculty’s favorite Experience Management factoids:

Experience Management Launchpads

Experience

Management

Launchpads

Introduction to Experience Management

Learn about what XM is and why it’s becoming increasingly essential to organizations’ business success.

The XM Operating Framework

Learn about how organizations can go about building their XM capabilities by adopting the XM Operating Framework.

Fundamentals of Customer Experience

Learn about the fundamentals of customer experience management and how to go about building a stronger CX program.

Fundamentals of Employee Experience

Learn about the fundamentals of employee experience management and how to go about building a stronger EX program.

Exclusive resources, insights, trends, XM updates, and more.

XM Library Highlights

XM Library

Highlights

BLOG

Three Analytical Tools That Every XM Leader Should Understand

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MULTIMEDIA

The Human Experience Cycle

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RESEARCH

State of Voice of the Customer Programs, 2019

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TOOL

EX Metrics Program: Strengths and Challenges

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DATA SNIPPET

Business Impact of CX and EX Management, 2020

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RESEARCH

The XM Diffusion Cycle

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TOOL

Human Biases: Design Worksheet

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BLOG

The Two Ultimate Questions for XM Metrics

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MULTIMEDIA

The Six XM Competencies

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BLOG

Three Potential XM Roles for CIOs

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RESEARCH

The Customer Journeys That Matter the Most

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DATA SNIPPET

Quality of Customer Experience Across Different Channels, 2019

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RESEARCH

Activating Executive Commitment

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TOOL

Responsibilities of a CX Core Team: Strengths and Gaps

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MULTIMEDIA

Webinar: How to Evolve Your CX Program

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MULTIMEDIA

What is Experience Management?

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View All Resources

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.

Accelerate

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

Connect

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

Succeed

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