Experience Matters Blog

July 8, 2021

XM Institute’s Anniversary and the State of the XM Profession

One year after XM Institute launched XMInstitute.com with the world’s most robust Experience Management (XM) library, the monthly XM Journal, and the XM Professionals Network, new research shows that the XM profession is thriving.

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July 7, 2021

Best of XM Institute Content: Q2 2021

In this blog post, we look back at the most popular pieces of content XM Institute published in Q2 of 2021.

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July 1, 2021

The Voice of the Community: June 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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June 30, 2021

Five Shifts for Building a Dynamic, Always-On Relationship Program

To meet the needs of modern customers, organizations need to update their relationship programs. In this post, we explore how organizations can build a dynamic, always-on relationship program by making five key shifts to their existing program.

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June 24, 2021

Examining Digital Preferences Across 18 Countries

We surveyed nearly 18,000 consumers across 18 countries to understand how they prefer to complete 8 common interactions. Thailand, India, and Hong Kong consumers are the most digital-minded, while people in Spain and the Philippines are the least.

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June 15, 2021

Is NPS a Good Global CX Metric?

Net Promoter Score is a very popular customer experience metric, but it can not be treated the same way around the world. A global study of 18 countries shows large variations in how consumers respond to the NPS question.

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June 2, 2021

The Voice of the Community: May 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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May 25, 2021

Research Recap: Five Phases for Creating Powerful Personas

Personas allow organizations to understand and design for specific target audiences. This blog post shares key findings and examples from the report, "Five Phases for Creating Powerful Personas."

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May 11, 2021

Four Categories of CX and EX Alignment

A natural step in the progression toward becoming an XM organization is better aligning employee and customer experience efforts. In this piece, we present 4 categories of EX and CX alignment to help companies accelerate toward EX+CX instrumentation.

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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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