Research
The XM Diffusion Cycle
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Launchpad
Introduction to Experience Management
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Tool
Customer Experience Maturity: Assessment
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Blog
Five XM Practices for Accelerating Your Digital Transformation
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Did you Know?

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

Organizations evolve through 5 stages of XM maturity

The XM Maturity Model

The topic of the month is "Coordinating XM Across your Org"

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CIOs can take on 3 potential roles in XM efforts

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You can follow 5 steps to build a strong CX metrics program

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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

RESEARCH

ROI of Customer Experience, 2019

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MULTIMEDIA

The Six XM Competencies

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BLOG

The Inextricable Link Between CX & EX

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TOOL

Employee Experience Maturity: Assessment

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MULTIMEDIA

Webinar: XM Governance – Bringing the Whole Company With You

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TOOL

Executives’ Commitment to XM: Assessment

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RESEARCH

The XM Diffusion Cycle

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DATA SNIPPET

State of Customer Experience Maturity, 2019

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MULTIMEDIA

What is Experience Management?

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BLOG

Three Phases for Heading Back to Business

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RESEARCH

Humanizing Digital Interactions

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MULTIMEDIA

Webinar: 5 Ways to Transform Your Contact Center

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RESEARCH

Operationalizing XM

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DATA SNIPPET

Customer Experience Correlates with Net Promoter® Score (NPS®), 2019

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TOOL

Responsibilities of a CX Core Team: Strengths and Gaps

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BLOG

Five XM Practices for Accelerating Your Digital Transformation

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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.