Launchpad
The XM Operating Framework
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Blog
Net Promoter Score Collapses During Pandemic
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Tool
Executives’ Commitment to XM: Assessment
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Research
The State of EX Management Programs, 2020
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Did you Know?

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

There are 3 analytical tools all XM leaders should understand

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Purposeful leaders demonstrate 5 key characteristics

Evaluate Your Leadership Traits

79% of companies are in the lowest 2 stages of maturity

See the Report

There are 6 types of Experience Data (X-data)

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Experience Management Launchpads

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

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XM Library Highlights

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XM Library

Highlights

MULTIMEDIA

The Employee Engagement Virtuous Cycle

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RESEARCH

The XM Diffusion Cycle

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DATA SNIPPET

Business Impact of CX and EX Management, 2020

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MULTIMEDIA

Webinar: (Kick)Starting Your CX Program

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RESEARCH

The State of Customer Experience Management, 2019

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MULTIMEDIA

What is Experience Management?

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BLOG

Net Promoter Score Collapses During Pandemic

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TOOL

Employee-Engaging Leadership Behaviors: Assessment

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MULTIMEDIA

The Six XM Competencies

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BLOG

Five XM Practices for Accelerating Your Digital Transformation

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INFOGRAPHIC

Infographic: The Human Conversational Model

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RESEARCH

The Federated Customer Experience Model

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TOOL

Customer Experience Maturity: Assessment

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MULTIMEDIA

The Human Experience Cycle

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BLOG

Three Analytical Tools That Every XM Leader Should Understand

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DATA SNIPPET

Customer Experience Correlates with Future Purchase Intentions, 2019

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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.

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.