Experience Matters Blog
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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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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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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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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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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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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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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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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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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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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