Experience Matters Blog

September 16, 2020

The Five Questions of Journey-Centric Thinking

While journey maps can provide incredible value, it’s not practical to map all potential journeys. To enjoy the benefits of a journey map without all the work, train people to consistently ask and answer the 5 questions of Journey-Centric Thinking.

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September 17, 2020

Research Recap: ROI of Customer Experience, 2020

This blog post shares key findings from “ROI of Customer Experience, 2020,” which examined feedback from 10,000 U.S. consumers to understand the strength of the relationship between customer experience and loyalty.

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September 22, 2020

Three CX Principles That Can Help Propel EX

HR professionals looking to a more consumer-like approach to designing and delivering experiences for employees can learn a lot from customer experience. In this post, we share three CX principles that you can adopt to propel EX management.

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September 23, 2020

How to Use the XM Institute Website

This website houses almost 500 individual pieces of content. So to help people navigate the site more effectively, this blog post breaks down each of the different resource types and highlights popular examples for each one.

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October 1, 2020

XM Professionals Network Highlights: September 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 September events.

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October 5, 2020

Celebrating the XM Professionals Network Week

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 shares event information about the upcoming XMPN Celebration Week.

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October 6, 2020

Happy CX Day! Five Ways to Celebrate

Today is Customer Experience (CX) Day, a global celebration of great customer experience and the people who make it happen. We provide 5 recommendations for celebrating this holiday, even if you don’t have plans already.

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October 8, 2020

Existing Metrics Aren’t Enough for Customer-Centric Strategy

To really measure how customers view your brand, you must understand the environment that they are making decisions in. Use relative metrics to track the experiences your customers are having with you, relative to your competitors and substitutes.

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October 13, 2020

Using Journey Maps to Define Listening Posts

Journey maps allow you to connect the most important journeys for any type of experience. Even a basic map can be used to architect a more effective listening program. Starting mapping with the four W's: Why, When, Who, and What.

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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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