Experience Matters Blog
The Voice of the Community: December 2021
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.
Read More
The Top XM Institute Content of 2021
To celebrate the end of 2021, we are highlighting our top 21 pieces of content from the last year.
Read More
U.S. President Signs Executive Order On CX: Six Recommendations For Next Steps
President Biden signed an executive order (EO) on customer experience (CX). XM Institute applauds the EO and provides six recommendations about how federal government CX teams should capture the moment and accelerate their CX efforts.
Read More
Seven Limitations of eNPS As an Employee Experience Metric
Net Promoter® Score (NPS®) is a popular customer experience metric that is starting to be used for employee experience. While we like using CX practices in EX, Qualtrics XM Institute has identified seven severe limitations for using eNPS.
Read More
Introducing 2022, The Year of Agility
In 2022, companies must prepare for an unpredictable environment, which is why we’re calling it “The Year of Agility.” To thrive in this environment, tap into Experience Management (XM) capabilities.
Read More
Should You Tie Bonuses To Employee Experience Metrics?
Compensating managers and leaders for improvements in EX metrics may incentivise desired behaviors, but a poorly executed bonus program may result in rewarding the wrong behaviors and have an unintended negative impact. We provide tips on how to get this...
Read More
Examining 10 Years Of Net Promoter Scores in the U.S.
Qualtrics XM Institute examined Net Promoter Scores in the U.S. over the past decade. Banks, wireless carriers, and retailers have been the most resilient, while consumer payments and rental cars have seen the largest drops in NPS.
Read More
The Voice of the Community: November 2021
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.
Read More
Three XMPs Share Tips to Prepare for the XM Professional (XMP) Certification
Preparing for the XMP Certification exam but not sure where to get started? We share tips from three XMPs on what helped them earn the certification.
Read More
India Tops Global Consumer Well-Being Index Of 24 Countries
In a recent global study, we calculated a Well-Being Index of consumers in 24 countries based on their level of happiness, healthiness, and financial security. India and Mexico are on top, while Japan and South Korea are on the bottom.
Read More