Experience Matters Blog

April 17, 2011

6 Ds for Voice of the Customer Programs

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December 1, 2010

8 Customer Experience Trends for 2011

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January 6, 2015

8 CX Trends for 2015 (The Year of the Employee)

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June 16, 2011

9 Recommendations for Net Promoter Score (NPS)

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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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February 27, 2014

A Reminder About the Design of Little Things

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December 2, 2013

A&W Canada Sparks Customer Empathy with Real-Time Feedback

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March 19, 2020

Adjusting Your CX Program to Deal with COVID-19

How should companies adjust their CX efforts during times of organizational crisis and change? This blog post covers 5 principles for making changes to your CX program and addresses common questions around this topic.

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April 8, 2020

Adjusting Your Employee Experience Program in Times of Crisis

How can HR and EX leaders help their companies manage employee experiences during times of organizational crisis and change? This blog post covers 5 principles for adjusting your EX program and addresses common questions around this topic.

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March 4, 2021

Advice for Propelling Your Net Promoter Score Program

Net Promoter Score (NPS) programs typically progress through four stages, with an increasing focus on taking action that drives more value. We share 9 recommendations for propelling your NPS efforts.

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