Experience Matters Blog

September 15, 2021

Five Areas for Modernizing Employee Experience Management… Right Now

Given COVID and societal changes, organizations are being forced to reimagine the future of work. To navigate this seismic shift, organizations need a modern Employee Experience Management (XM) program to understand and respond to employees’ needs.

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September 3, 2021

Bad Customer Experience Puts $4.7 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 $4.7 trillion sales at risk every year. This includes $1.7 trillion where consumers completely stopped spending with a company.

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September 2, 2021

The Voice of the Community: August 2021

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 community growth, showcases members, and recaps last month’s events.

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August 26, 2021

It’s Time to Fix Five Common Broken Experiences

Across industries and countries, organizations make a set of common mistakes in both customer experience (CX) and employee experience (EX). Read how to fix these five broken experiences: “No,” Waiting, Onboarding, Decision, and Transition.

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August 3, 2021

The Voice of the Community: July 2021

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 community growth, showcases members, and recaps last month’s events.

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July 8, 2021

XM Institute’s Anniversary and the State of the XM Profession

One year after XM Institute launched XMInstitute.com with the world’s most robust Experience Management (XM) library, the monthly XM Journal, and the XM Professionals Network, new research shows that the XM profession is thriving.

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July 7, 2021

Best of XM Institute Content: Q2 2021

In this blog post, we look back at the most popular pieces of content XM Institute published in Q2 of 2021.

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July 1, 2021

The Voice of the Community: June 2021

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 community growth, showcases members, and recaps last month’s events.

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June 30, 2021

Five Shifts for Building a Dynamic, Always-On Relationship Program

To meet the needs of modern customers, organizations need to update their relationship programs. In this post, we explore how organizations can build a dynamic, always-on relationship program by making five key shifts to their existing program.

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June 24, 2021

Examining Digital Preferences Across 18 Countries

We surveyed nearly 18,000 consumers across 18 countries to understand how they prefer to complete 8 common interactions. Thailand, India, and Hong Kong consumers are the most digital-minded, while people in Spain and the Philippines are the least.

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