Experience Matters Blog

August 13, 2020

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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August 11, 2020

Five Tips for Using Our XM Maturity Assessments

Are you getting the most out of our XM maturity assessments? Follow these five tips on how to present assessments and results to successfully build alignment among stakeholders and demonstrate the value of XM.

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August 6, 2020

XM Professionals Network Highlights: July 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 2 members, and recaps July events.

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August 5, 2020

Yes, It’s Time to Get Rid of Old School Employee Surveys

Intention is everything when it comes to creating effective employee listening. Is your organization designing its approach to "check the box" or to trigger thoughtful action? In this blog post, learn three ways to modernize your EX measurement.

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August 4, 2020

Research Recap: The XM Diffusion Cycle

How can organizations expand Experience Management beyond isolated use cases? By following the XM Diffusion Cycle. This blog post shares keys findings from the report, "The XM Diffusion Cycle," which provides best practices from research with nearly 50 organizations.

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July 23, 2020

Three Analytical Tools That Every XM Leader Should Understand

How can XM Leaders make simpler and more effective decisions? By matching the best analytical tool to the problems they're trying to solve. This blog post outlines three analytical techniques to address common challenges in XM.

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July 21, 2020

Net Promoter Score Collapses During Pandemic

The pandemic has taken a toll on U.S. consumers and businesses alike. This blog post looks at NPS for over 300 companies across 20 industries and compares how scores have dropped from May 2019 to 2020.

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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.

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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.

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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.

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