Experience Matters Blog

February 17, 2021

Make the Investment or Not? A Case Study Using Regression-Based Driver Analysis

Regression-based driver analysis helps identify which underlying operational activities (drivers) will have the most impact on improving a metric (outcome) that you care about. See how a retailer used it to make a better investment decision.

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February 11, 2021

What Do Job Candidates Really Want? Good Managers!

In a recent study of over 10,000 Americans, we found that people prioritize good managers and social aspects of work over other common job characteristics when choosing between two potential jobs.

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February 9, 2021

Research Recap: Best Practices for Designing Survey Questions

Bad surveys will not produce reliable or valid insights. This blog post shares key findings and examples from the report, "Best Practices for Designing Survey Questions."

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February 4, 2021

Modern XM Requires Less Fragmentation and More Alignment

To capture the transformative potential of XM, organizations need to modernize their efforts. The first step to embedding the required organizational discipline is moving from a fragmented to aligned approach across the XM Operating Framework.

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February 2, 2021

XM Professionals Network Highlights: January 2021

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 community growth, showcases members, and recaps events.

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January 28, 2021

Tapping Into Five Types of Digital X-Data Collection Mechanisms

Digital offers a highly versatile and efficient way to solicit and track people’s perceptions of their experiences. This post reviews several popular digital X-Data collection mechanisms and provides recommendations on how to deploy them effectively.

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January 26, 2021

Stop Writing Surveys and Start Designing a Fake Report

Before you think about writing a survey, write a fake report first. Think about who is the key audience for the insights and what information they need to make better decisions, then draft the output you think they will need.

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January 21, 2021

Take Employee Listening to the Next Level with Unstructured Listening

Unstructured listening is a natural but underutilized complement to structured surveys and questionnaires. It allows employees to take a proactive role in giving feedback, illuminates blindspots, and helps to close hidden experience gaps.

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January 19, 2021

Goodbye Static Brands. Introducing Modern Brand Experience Management

Maintaining a strategic focus on a brand’s promise is more important than ever. In this post, we describe how organizations can rapidly adapt and bring brand promises to life in every interaction with a modern brand experience management.

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January 14, 2021

What You Need to Know: Critical Areas of Expertise for XM Professionals

As the discipline of experience management (XM) becomes an integral part of organizations’ strategies, the importance of knowledgeable, skilled XM professionals also rises. We share the expertise and skills professionals need to effectively succeed.

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