Experience Matters Blog

March 6, 2023

Global Well-Being Declines from 2021

Consumers from 29 countries told us about their quality of life, which we tracked year-over-year.

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January 23, 2023

2022 U.S. Well-Being Fluctuates Across Age, Gender, and Ethnicity

We share the state of US consumers' quality of life in 2022 by ethnicity, age, and gender based on our Well-Being Index (WBi), a measure of happiness, healthiness, and financial security.

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January 9, 2023

2.5 Billion Employees Aren’t Trying Their Hardest

We analyzed 29 countries and found that 2.5 billion employees around the world would work harder if their employer treated them better. We also found that 63% of employees think their employers need to do a better job of listening...

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January 3, 2023

The Top XM Institute Content of 2022

To celebrate the end of 2022, we are highlighting our top 21 pieces of content from the last year.

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December 22, 2022

Establishing an EX Center of Excellence to Drive HR Impact

Organizations looking to mature and scale their employee experience programs often establish an employee experience (EX) Center of Excellence (CoE). This post outlines the purpose, responsibilities, and activities of an effective EX CoE.

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December 16, 2022

Accelerate B2B CX Programs with Robust Governance, Listening Portfolios, and Engaged Employees

In this post, we examine the current state of B2B CX program maturity, which is (slowly) improving. To help B2B firms accelerate their CX efforts, we identify 3 categories of activities they should focus on, with specific recommendations under each.

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December 9, 2022

Introducing 2023, The Year of Empathy

With all of the turmoil around the world, XM Institute is labeling 2023, “The Year of Empathy.” This post provides four practices to help Experience Management professionals and other leaders raise the level of empathy globally.

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November 25, 2022

Bad Customer Experience Puts $3.1 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 $3.1 trillion in sales at risk every year. This includes $1 trillion where consumers completely stopped spending with a company.

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October 21, 2022

2022 U.S. Net Promoter Score Drops from 2021 Recovery

From our latest US consumer study, XM Institute found that Net Promoter Score fell for most industries from 2021 to 2022.

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October 13, 2022

Best of XM Institute Content: Q3 2022

In this blog post, we look back at the most popular pieces of content XM Institute published in Q3 of 2022.

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