Experience Matters Blog
Welcome to Our Exciting New Website and Blog
XMinstitute.com is the go-to resource for Experience Management program success. This blog post welcomes people to the new site - which includes the Experience Matters blog - and highlights some key features and exciting new types of XM content.
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Goodbye Experience Matters (But It’s Good News)
"All good things must come to an end." This blog post bids farewell to the old Experience Matters blog and introduces its new home on the broader XM Institute website.
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Three Potential XM Roles for CIOs
How can CIOs and IT Leaders approach experience management? This blog post examines the mindset required to become a transformational leader, three capabilities XM enables, and a framework for the role a CIO could take on to lead in XM.
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Five XM Practices for Accelerating Your Digital Transformation
The pandemic has accelerated the already existing trend of companies investing heavily in improving their digital capabilities. This blog post introduces five emerging practices that are helping companies accelerate their digital transformations.
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African Americans Have Lower Well-Being, and Employers Make it Worse During COVID
This blog post looks at data from our consumer studies which shows that African Americans' overall well-being declined dramatically in 2020. It also shows that they are less satisfied with their employers' response to COVID compared to other groups.
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Five Leadership Principles for Truly Driving More Diversity and Inclusion
How can organizations become more inclusive and diverse? This blog post introduces five principles leaders can follow to attack ongoing company biases and enact meaningful changes. It also offers advice on how to raise our collective humanity.
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Use the Human Conversational Model to Create Engaging Contact Center Interactions
Human beings naturally bond with one another through conversations. This blog post explores how organizations can deepen their relationships with customers by designing contact center interactions that mirror key elements of everyday conversations.
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Consumers’ Online and In-Person Plans as the U.S. Heads Back to Business
As COVID restrictions are loosening and business begin reopening in the U.S., we sought to understand people’s current mindsets by asking 10,000 U.S. consumers questions about their attitudes and activities. This blog post summarizes our findings.
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Education and Healthcare Employees Are Most Impacted by Companies’ COVID Response
To understand the impact COVID is having on employees, we surveyed more than 5,000 US employees. This blog post highlights key findings from the study, including data about effectiveness rates, satisfaction levels, and quality of employer responses.
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Largest Drop In U.S. Well-Being Since 2012 Hits Females Hardest
XM Institute’s U.S. well-being index sees its most significant drop since tracking started in 2012. The largest decline occurred amongst older females, who feel much less financially secure.
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