Research
Global Study: ROI of Customer Experience, 2023
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Tool
Template: Closed-Loop Workflow Map
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Research
XM Deep Dive: ServiceNow Uses Action Workflows to Build an “Insights to Action” Culture
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Blog
Four Principles for Action-Centric Dashboard Design
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How-to Guide
How to Build a CX Program Roadmap
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XM Library Resources

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XM Library

Resources

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LAUNCHPADS

Starter packs to begin learning more about core XM topics.

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DATA SNIPPETS

Charts & graphs showing key findings from our studies.

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RESEARCH REPORTS

In-depth research into key trends & best practices.

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TOOLS

Simple, practical tools to help assess & mature XM programs.

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VIDEOS

Highly consumable, shareable videos on fundamental XM topics.

Launchpads

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Launchpads

Check out our Launchpads, which are unique resources for starting to learn about important XM topics.

Introduction to Experience Management

Driving Insights with X- and O-Data

Fundamentals of Customer Experience

Fundamentals of Employee Experience
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Did You

Know?

We now offer premier professional development training for XM Pro

Learn more about XM Masters

Fast food earns the highest average customer experience ratings

See the industry rankings

We have an FAQs page of common XM questions

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64% of employees plan to stay at their org for at least 3 years

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XM Pros

TOPIC OF THE MONTH

Building an XM Center of Excellence

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MEMBER SPOTLIGHT

Ethan O'Connor
Senior Manager, Voice of Customer // Change Healthcare

See our conversation with XM Pros member Ethan O'Connor, Senior Manager, Voice of Customer at Change Healthcare!

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XM ANNOUNCEMENTS

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June’s interactive virtual meetups are on Building an XM Center of Excellence. See registration information here.

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Ask an Expert! Greg Chase, XM Catalyst, will be answering questions in our LinkedIn community from 06/26 – 06/30. Learn more.

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Recent Publications

Go to the XM Library

RESEARCH

U.S. Consumer Journeys Needing Improvement Across 22 Industries, 2023

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DATA SNIPPET

How Consumers Cut Spending Across 20 Industries After Poor Experiences, 2023

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TOOL

Template: Closed-Loop Workflow Map

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RESEARCH

Global Study: ROI of Customer Experience, 2023

See More
Go to the XM Library

Editor's Picks

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HOW-TO GUIDE

How to Create a Closed-Loop Program

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BLOG

Introducing 2023, The Year of Empathy

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RESEARCH

XM Deep Dive: ServiceNow Uses Action Workflows to Build an “Insights to Action” Culture

See More

BLOG

Commentary On XM Institute Business Resilience Report, Q3 2022

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BLOG

Conversational Analytics Are Transforming Contact Centers

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BLOG

Build Four Action Loops to Respond to Insights

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BLOG

Introducing 2022, The Year of Agility

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MULTIMEDIA

Modern XM

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See all Editor's Picks

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.

Connect

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

Accelerate

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

Succeed

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