Experience Matters Blog

November 19, 2020

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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November 18, 2020

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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November 13, 2020

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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November 5, 2020

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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November 2, 2020

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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October 29, 2020

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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October 27, 2020

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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October 22, 2020

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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October 20, 2020

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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October 15, 2020

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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