Experience Matters Blog

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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October 3, 2022

Tips for Frontline CX Training Program Success

Designing effective training is crucial to the employee upskilling process. These essentials will bring empathy into your training, bring employees closer to customers and underpin program success.

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September 19, 2022

Examining Gender And Race Gaps Across Employee Experience And New Job Preferences

XM Institute’s Business Resilience Report included a measure of employee experience (EX) in the U.S. We identified EX gaps between caucasians and other employees and then intersected the results with the binary gender identifiers of male and female.

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September 9, 2022

Key Elements to Ensure In-Store Teams Support Your Organization’s Listening Program

In-store customer feedback programs often see local team adaptations which may not have been anticipated in your design. We explore how to proactively ensure these adaptions support the vision of your organization’s overall listening efforts.

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September 1, 2022

Five Lessons Learned About Pivoting In-Store CX During Times of Uncertainty

Economic downturns cause heightened emotions, pressured budgets, and new customer behaviours. We share five lessons on how multi-site retail managers should adjust their customer experience agendas during disruptive times.

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August 24, 2022

Lessons From a B2B CX Leader on How to Build a Customer-Centric Culture

In this business-to-business (B2B) example, a customer experience (CX) leader built a customer-centric culture by focusing on how customers interact, making experiences understandable to stakeholders, and securing executive endorsements.

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August 18, 2022

Six Analytical Pathways That Link Employee and Customer Experience

There’s strong evidence that links customer experience (CX) and employee experience (EX). In this post, we identify six analytical pathways and best practices for connecting CX and EX to improve frontline operations.

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August 11, 2022

Commentary On XM Institute Business Resilience Report, Q3 2022

Resilient organizations need to build strong human connections with all stakeholders. To measure this connection, Qualtrics XM Institute launched the Business Resilience Index that examines customer, employee, brand, and product experience.

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