Experience Matters Blog
How XM Evolves to a Federated Governance Model
As organizations mature and expand their XM efforts, their governance changes as well. We first explored what those changes look like in the report The Federated Customer Experience Model and it’s worth relooking at this through the lens of XM.
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Four XM Practices for Digitizing the Employee Experience
Organizations and employees see value in the digital workplace. Digital experiences help to reduce effort and redirect employees’ time to critical work. This article presents four XM practices that will help EX leaders instrument a more digital EX.
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The Four Causes of Customer Churn and What to Do About Them
When customers churn, it hurts the bottom line. Companies that wish to extinguish customer churn must identify the different causes and address them with the right strategies. We share four drivers of customer churn and how to tackle them.
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Let’s Make GRATITUDE Go Viral
Gratitude is a critical element for human well-being, organizational success, and societal harmony. XM Professionals Network is focusing on this topic during November to help overcome negativity around the world. #PowerOfGratitude
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XM Professionals Network Highlights: October 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 community growth, showcases members, and recaps October’s XMPN Celebration...
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Drive Change Top-Down and Bottom-Up… with Middle Managers!
To drive Experience Management (XM) transformation, organizations need to combine top-down leadership activities with bottom-up grassroots behavior changes. But that’s not enough. Successful change efforts require activating middle managers.
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Three CX Measurement Principles That Can Help Propel EX
While there are important differences between the relationship employees and customers have with organizations, there are far more similarities. This article presents 3 specific CX measurement principles that will propel EX measurement efforts.
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Research Recap: B2B CX Best Practices – Embedding Actionable Insights into Key Processes
This blog post shares key findings from “B2B CX Best Practices: Embedding Actionable Insights into Key Processes,” which identifies 5 processes where CX teams can embed XM capabilities to sustain strong B2B customer relationships.
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Five A’s: The Executive Agenda for XM Transformation
Experience Management (XM) embeds the capability to continuously learn, propagate insights, and rapidly adapt across operational processes. Executive teams can propel XM by focusing on Five As: Aspire, Assemble, Advance, Accelerate, and Ascend.
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Research Recap: Best Practices Across the Disrupt Competency
Disrupt is one of the six XM Competencies organizations must build to master the discipline of XM. This blog post shares key findings and examples from the report, "Best Practices Across the Disrupt Competency."
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