Blog
Five A’s: The Executive Agenda for XM Transformation
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Tool
Prioritizing Improvements Across CX Skills and Actions
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Multimedia
Webinar: Expanding XM Capabilities & Behaviors: How Goldman Sachs Leverages the XMDC
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Launchpad
Maturing Your XM Program
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Did you Know?

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

94% of customers who give a high CX rating will repurchase

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The XMPN includes members from Greece, Kenya, and Hong Kong

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You can combine X&O data to customize people’s experiences

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Federal Agencies have the lowest CX ratings out of 21 industries

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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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Recent Blog Posts

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Recent

Blog Posts

BLOG

Three CX Measurement Principles That Can Help Propel EX

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BLOG

Research Recap: B2B CX Best Practices – Embedding Actionable Insights into Key Processes

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BLOG

Five A’s: The Executive Agenda for XM Transformation

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BLOG

Research Recap: Best Practices Across the Disrupt Competency

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XM Library Highlights

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XM Library

Highlights

RESEARCH

B2B CX Best Practices: Embedding Actionable Insights into Key Processes

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MULTIMEDIA

Webinar: Getting Started Adopting CX Principles to Propel EX Management

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TOOL

Prioritizing Improvements Across CX Skills and Actions

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RESEARCH

Data Snapshot: Channel Preferences Benchmark, 2020

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MULTIMEDIA

The Human Experience Cycle

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RESEARCH

ROI of Customer Experience, 2020

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BLOG

How Do You Engage Employees? Adopt the Five I’s

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DATA SNIPPET

Customer Experience Correlates with Net Promoter® Score (NPS®), 2020

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RESEARCH

The Customer Journeys That Matter the Most

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BLOG

Using Journey Maps to Define Listening Posts

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MULTIMEDIA

Webinar: Expanding XM Capabilities & Behaviors: How Goldman Sachs Leverages the XMDC

See More

RESEARCH

Best Practices Across the Disrupt Competency

See More
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.