Experience Matters Blog
Introducing XM Masters Professional Development Training
XM Masters is the premier professional development training for Experience Management (XM) professionals. Join leading experts at XM Institute to develop the advanced skills and practices needed to transform experience-centric organizations
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Four Principles for Action-Centric Dashboard Design
CX dashboards are a critical tool for driving customer-centric decisions, but many organizations today assemble the data haphazardly, making it hard for users to understand & act on. Here we introduce a new approach to designing action-centric dashboards.
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Global Well-Being Declines from 2021
Consumers from 29 countries told us about their quality of life, which we tracked year-over-year.
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2022 U.S. Well-Being Fluctuates Across Age, Gender, and Ethnicity
We share the state of US consumers' quality of life in 2022 by ethnicity, age, and gender based on our Well-Being Index (WBi), a measure of happiness, healthiness, and financial security.
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2.5 Billion Employees Aren’t Trying Their Hardest
We analyzed 29 countries and found that 2.5 billion employees around the world would work harder if their employer treated them better. We also found that 63% of employees think their employers need to do a better job of listening...
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The Top XM Institute Content of 2022
To celebrate the end of 2022, we are highlighting our top 21 pieces of content from the last year.
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Establishing an EX Center of Excellence to Drive HR Impact
Organizations looking to mature and scale their employee experience programs often establish an employee experience (EX) Center of Excellence (CoE). This post outlines the purpose, responsibilities, and activities of an effective EX CoE.
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Accelerate B2B CX Programs with Robust Governance, Listening Portfolios, and Engaged Employees
In this post, we examine the current state of B2B CX program maturity, which is (slowly) improving. To help B2B firms accelerate their CX efforts, we identify 3 categories of activities they should focus on, with specific recommendations under each.
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Introducing 2023, The Year of Empathy
With all of the turmoil around the world, XM Institute is labeling 2023, “The Year of Empathy.” This post provides four practices to help Experience Management professionals and other leaders raise the level of empathy globally.
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Bad Customer Experience Puts $3.1 Trillion in Global Consumer Sales at Risk
Based on a global consumer study, we estimate that companies that deliver very bad customer experiences are putting $3.1 trillion in sales at risk every year. This includes $1 trillion where consumers completely stopped spending with a company.
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