Experience Matters Blog

June 30, 2020

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.

Read More

June 25, 2020

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.

Read More

June 22, 2020

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.

Read More

June 15, 2020

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.

Read More

June 9, 2020

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.

Read More

June 4, 2020

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.

Read More

June 3, 2020

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.

Read More

May 27, 2020

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.

Read More

May 21, 2020

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.

Read More

May 18, 2020

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.

Read More
1
2
32