Experience Matters Blog

September 10, 2020

4 Ways to Modernize Your X-Data Systems

How can you modernize your experience data? By making them operate more like operational data. In this post, we share four characteristics of how organizations measure, manage, and consume O-data that you can apply to mature your X-data systems.

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September 3, 2020

A Look Behind the Scenes at XM Institute Research

Interested in how our research comes to life? In this post, we discuss how XM Institute approaches its research and the thought leadership content we produce from it.

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September 1, 2020

XM Professionals Network Highlights: August 2020

The XM Professionals Network (XMPN) 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 XMPN growth, showcases a member, and recaps August events.

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August 27, 2020

What’s the Right Mix of O-Data and X-Data?

Blending operational data and experience data is fundamental to successful XM. Start by understanding which data to focus on. In this post, we outline how to identify the right data with both an analytics-driven and business-driven approach.

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August 24, 2020

B2B CX Management Efforts Have Room to Improve

How can B2B organizations adjust to increasingly high customer expectations? By embracing customer experience. In this post, we share data from CX professionals on the state of B2B CX and what differentiates leaders from laggards.

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August 20, 2020

XM Competency: Leading a Multi-Year Transformation

For XM to succeed, organizations must maintain a systematic focus on making changes over multiple years. This post examines the 3 XM Skills an organization must build to master the LEAD Competency: Strategy, Program Roadmap, and Governance.

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August 17, 2020

Are Your Experience Management Efforts Outdated? Modernize Them!

Most organizations are very early on their journey towards fully adopting experience management. In this blog post, we provide examples of how you can modernize your efforts to capture the transformational potential of XM.

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August 13, 2020

Questions About Government CX, with Answers for All CX Programs

No matter where you're from or what industry you're in, you're probably asking the same question as other CX professionals. In this post, we answer frequently asked questions from CX professionals that apply to programs of all kinds.

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August 11, 2020

Five Tips for Using Our XM Maturity Assessments

Are you getting the most out of our XM maturity assessments? Follow these five tips on how to present assessments and results to successfully build alignment among stakeholders and demonstrate the value of XM.

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August 6, 2020

XM Professionals Network Highlights: July 2020

The XM Professionals Network (XMPN) 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 XMPN growth, showcases 2 members, and recaps July events.

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