Experience Matters Blog

May 6, 2021

How to Find and Fight Bias in Your X-Data

Bias in X-data collection can be a barrier to metrics communicating the information they’re meant to represent and cause poor decisions and behaviors. In this blog post, we present three practices for identifying and eliminating bias in X-data.

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May 5, 2021

Global Consumer Study On Experience, Loyalty, and COVID

To understand current consumer behaviors and attitudes, we asked over 17,000 consumers from 18 countries around the world about their experiences. In this post, we provide an overview of the study and share interesting findings.

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May 4, 2021

The Voice of the Community: April 2021

The XM Professionals Network (XMPN) is a global, free community for XM professionals who want to learn, connect, and advance their careers and the XM profession at large. This post highlights community growth, showcases members, and recaps last month’s events.

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April 29, 2021

Three Key Resources for XM Professionals: Content, Community, and Certification

It’s a great time to be an XM professional, and XM Institute provides many resources to help. We recommend that you subscribe to the monthly XM Journal, join the XM Professionals Network, and earn your XM Professional (XMP) Certification.

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April 27, 2021

How Do You Explain Experience Management to Senior Executives?

Learn how to engage senior executives in a dialogue around how Experience Management (XM) can help them. The post describes five steps: Setup, Inspire, Reinforce, Elaborate, and Nurture. See how XM Institute content can support the discussion.

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April 22, 2021

Driving Action From Journey Maps

Journey mapping is a popular XM activity, yet these efforts often fail to make a substantive impact on customer or employee experiences. In this blog post, we explore the 5 categories for using journey mapping insights to drive action.

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April 20, 2021

Five Elements of Successful XM Ambassador Programs

A key element of XM governance is a network of internal advocates who work with the XM core team to evangelize XM and build critical grassroots support. We share how to harness these benefits by building a successful Ambassador program.

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April 13, 2021

Best of XM Institute Content: Q1 2021

In this blog post, we look back at the most popular pieces of content XM Institute published in Q1 of 2021.

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April 8, 2021

It’s Time to Update Your Relationship Measurement Program

Despite being central to CX efforts, most organizations’ relationship measurement programs remain outdated. In this blog post, we explore the 4 capabilities organizations must develop to update their relationship management systems.

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April 6, 2021

Four XM Practices That Can Propel the Candidate Experience

The candidate experience is a complex journey that sits at the intersection of an organization’s brand, customer, and employee experiences. The discipline of XM offers capabilities that organizations can leverage to master the candidate experience.

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