Experience Matters Blog
Research Recap: ROI of Customer Experience, 2020
This blog post shares key findings from “ROI of Customer Experience, 2020,” which examined feedback from 10,000 U.S. consumers to understand the strength of the relationship between customer experience and loyalty.
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The Five Questions of Journey-Centric Thinking
While journey maps can provide incredible value, it’s not practical to map all potential journeys. To enjoy the benefits of a journey map without all the work, train people to consistently ask and answer the 5 questions of Journey-Centric Thinking.
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4 Ways to Modernize Your X-Data Systems
How can you modernize your experience data? By making them operate more like operational data. In this post, we share four characteristics of how organizations measure, manage, and consume O-data that you can apply to mature your X-data systems.
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A Look Behind the Scenes at XM Institute Research
Interested in how our research comes to life? In this post, we discuss how XM Institute approaches its research and the thought leadership content we produce from it.
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XM Professionals Network Highlights: August 2020
The XM Professionals Network (XMPN) 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 XMPN growth, showcases a member, and recaps August events.
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What’s the Right Mix of O-Data and X-Data?
Blending operational data and experience data is fundamental to successful XM. Start by understanding which data to focus on. In this post, we outline how to identify the right data with both an analytics-driven and business-driven approach.
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B2B CX Management Efforts Have Room to Improve
How can B2B organizations adjust to increasingly high customer expectations? By embracing customer experience. In this post, we share data from CX professionals on the state of B2B CX and what differentiates leaders from laggards.
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XM Competency: Leading a Multi-Year Transformation
For XM to succeed, organizations must maintain a systematic focus on making changes over multiple years. This post examines the 3 XM Skills an organization must build to master the LEAD Competency: Strategy, Program Roadmap, and Governance.
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Are Your Experience Management Efforts Outdated? Modernize Them!
Most organizations are very early on their journey towards fully adopting experience management. In this blog post, we provide examples of how you can modernize your efforts to capture the transformational potential of XM.
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Questions About Government CX, with Answers for All CX Programs
No matter where you're from or what industry you're in, you're probably asking the same question as other CX professionals. In this post, we answer frequently asked questions from CX professionals that apply to programs of all kinds.
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