Experience Matters Blog
Commentary On XM Institute Business Resilience Report, Q3 2022
Resilient organizations need to build strong human connections with all stakeholders. To measure this connection, Qualtrics XM Institute launched the Business Resilience Index that examines customer, employee, brand, and product experience.
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The Three Core Functions of a CX Center of Excellence
Organizations looking to mature their customer experience programs often establish a CX Center of Excellence (CoE). This post describes the three specialized functions of a strong CX CoE and common activities within each one.
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Improving the Difficult Downsizing Experience
One of the measures that organizations may deploy when faced with uncertainty is downsizing, a difficult and emotionally taxing process that can have devastating impacts if not done properly. Here are some tips to ensure the most positive long-term outcomes.
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Best of XM Institute Content: Q2 2022
In this blog post, we look back at the most popular pieces of content XM Institute published in Q2 of 2022.
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Experience Management Leaders’ Stock Price Outperformed Peers Through COVID
We examined stock price changes during the COVID period of 2020 and 2021 and found that Experience Management (XM) leaders dramatically outperformed XM laggards during that period. That’s because XM provides agility to sense and respond to change.
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The Voice of the Community: June 2022
XM Pros 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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The ABCs of Employee Experience Action Planning and Six Roadblocks to Avoid
Activating frontline leaders to take action on experience insights is hard work. We offer a simple ABC framework to help managers respond in a way that is action-oriented, business-relevant, and conversation-based.
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The Voice of the Community: May 2022
XM Pros 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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Conversational Analytics Are Transforming Contact Centers
Contact centers rely on a sample of interactions for customer experience metrics and agent coaching. Conversational analytics will transform their operations by enabling companies to immediately act on insights from every interaction.
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Assessing Agility of Your Organization, Your XM Program, and Yourself
XM Institute labeled 2022 “The Year of Agility” and created a tool for assessing organizational, Experience Management, and personal agility.
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