Launchpad
Introduction to Experience Management
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Blog
Three Phases for Heading Back to Business
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Tool
Customer Experience Maturity: Assessment
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Research
The Global State of XM, 2020
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Did you Know?

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

Six XM Competencies define your path to success

The XM Operating Framework

XM leaders perform better across a number of business metrics

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We host monthly virtual meetups for XM professionals

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Apply 5 leadership principles to improve diversity & inclusion

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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

Operationalizing XM

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MULTIMEDIA

What is Experience Management?

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BLOG

Five XM Practices for Accelerating Your Digital Transformation

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TOOL

Customer Experience Maturity: Assessment

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MULTIMEDIA

Webinar: Customer Experience in a Downturn

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TOOL

Leading XM-Centric Change: Strengths and Gaps

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RESEARCH

The Global State of XM, 2020

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DATA SNIPPET

Business Impact of Experience Management (XM), 2020

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MULTIMEDIA

The Six XM Competencies

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BLOG

Three Phases for Heading Back to Business

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RESEARCH

Translating Brand Promises into Employee Behaviors

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MULTIMEDIA

Webinar: The Fundamentals of Experience Management

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RESEARCH

Five Steps for Building a Strong CX Metrics Program

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DATA SNIPPET

XMI Customer Ratings – Overall Scores (by Industry), 2019

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TOOL

Executives’ Commitment to XM: Assessment

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BLOG

Six Types of Experience Data (X-Data)

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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.