Experience Matters Blog

July 12, 2024

Best of XM Institute Content: Q2 2024

In this blog post, we look back at the most popular pieces of content XM Institute published in Q2 of 2024.

Read More

May 17, 2024

Exploring Success, Effort, and Emotion for 23 Industries (2019-2023)

US consumers evaluate three dimensions of customer experience: success, effort, and emotion, across organizations in 23 industries from 2019 - 2023.

Read More

April 1, 2024

NPS Starts to Stabilize in the Wake of the Pandemic

In this blog post, we examine the average Net Promoter Score (NPS) of 22 industries and compare these results to previous years. This data is based on our U.S. Consumer Study, where 10,000 respondents rate 351 organizations.

Read More

March 26, 2024

The State of the XM Profession, 2024

We explore how XM practitioners perceive many different aspects of their chosen profession based on findings from our recent XM Professionals Study of 471 XM pros.

Read More

March 21, 2024

Getting Started: Integrating Digital into Your CX Efforts

To succeed in our digital-first era, CX programs must incorporate digital technologies, strategies, and capabilities into their CX efforts. Here we break down the 5 steps for getting started and share examples of CX-digital partnership opportunities.

Read More

February 7, 2024

The Evolution to Modern Experience Management

Experience Management (XM) is evolving from Passive Market Research to Embedded Human Empathy. This post explores the future of XM and explains how to build the 3 capabilities of a Modern XM program that is capable of transforming your business.

Read More

February 5, 2024

Announcing the Updated XM Fundamentals Certification

XM Institute announces our updated XMF certification, now available to learners on XM Basecamp and edX.

Read More

February 1, 2024

$3.7 Trillion of 2024 Global Sales are at Risk Due to Bad Customer Experiences

Using data from over 28,000 consumers and the World Bank, we calculate the global sales at risk due to bad experiences.

Read More

January 11, 2024

The State of CX in the Retail Banking Industry

In this blog post, we share data and trends on the state of customer experience in the banking industry according to 10,000 US consumers and industry experts.

Read More

January 10, 2024

Examining 12 Years of Consumer Trust Ratings

XM Institute has measured trust for more than a decade. Results show that groceries are the most trusted, TV/internet service providers are the least trusted, and the federal government improved the most. Also, older consumers are more trusting.

Read More