The Five Levels of Technology Maturity for XM Programs

An XM Platform is a mission-critical technology to help organization’s navigate today’s challenging business environment. Here we explore how its capabilities evolve over time, progressing through five levels of Technology Maturity for an XM Program

The Technological Capabilities that Power an XM Platform

An XM Platform is a mission-critical technology to help organization’s navigate today’s challenging business environment. Here we explore the core capabilities and features an XM Platform needs to effectively scale and enable its XM practices.

Introducing the Four Technology Pillars of an Effective XM Platform

An XM Platform is a mission-critical technology to help organization’s navigate today’s challenging business environment. In this article, we introduce the four pillars of an effective XM Platform: Listening, Understand, Act, and Operate.

The State of B2B Customer Experience Management, 2024

XM Discussions: How Building Trust Improves Patient Experiences at Healthcare Organizations

In this video, we examine the state of patient experience and how measuring and improving patient trust in healthcare providers can improve overall patient experience and outcomes.

Building an Ethical and Effective Passive Employee Listening Program

This post shares how employees feel about different passive listening methods and advice for organizations looking to use them.

XM Discussions: How the National Library of Medicine Uses Experimentation to Explore AI Applications

We examine NLM’s approach to AI, particularly how it has incentivized a culture of experimentation, where people test out AI solutions to uncover opportunities for accelerating and scaling their activities.

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.

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.

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.