Experience Matters Blog

May 12, 2022

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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May 6, 2022

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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May 5, 2022

The Voice of the Community: April 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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April 19, 2022

Seven Mistakes to Avoid When Closing the Loop With Customers

Read about seven mistakes to avoid when closing the loop with customers.

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April 12, 2022

Examining U.S. Optimism Across Gender and Age

We examine the difference in optimism between men and women of different age groups in the U.S.

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April 11, 2022

Best of XM Institute Content: Q1 2022

In this blog post, we look back at the most popular pieces of content XM Institute published in Q1 of 2022.

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April 7, 2022

The Voice of the Community: March 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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March 28, 2022

U.S. Well-Being Increases for Everyone Except Hispanics

9,000 U.S. consumers told us about their happiness, health, and financial security.

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March 22, 2022

Five Steps for Building a Strong CX Metrics Program in Hospitality

Effective customer experience metrics should align across all operational and experience touchpoints, which in Hospitality settings are endless. Instead of taking a one size fits all approach to your north star CX metric, be strategic.

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March 15, 2022

Build Four Action Loops to Respond to Insights

Experience management programs traditionally focus on inner loop and outer loop responses. However, modern XM efforts need to build four action loops: Immediate Response, Continuous Improvement, Process Integration, and Strategic Decision-Making.

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