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 24, 2020

Survival Requires Adaptability. Supermarkets Lead and Government Lags

XM Institute analyzed data from 10,000 U.S. consumers to understand if organizations are adapting to their needs. Supermarkets are the best, while federal government is the worst. Experience Management (XM) is the key to survival as COVID subsides.

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December 1, 2020

XM Professionals Network Highlights: November 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 November events.

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December 3, 2020

Three XM Practices That Should Differ Between EX and CX

Employee experience (EX) professionals can learn much from their customer experience (CX) counterparts. But there are some cases where best practices do meaningfully differ. This article explores three such situations.

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December 7, 2020

Seven Bold Experience Management Moves for 2021

During 2021, organizations will enter into what we call the “Reorient” phase of the recovery. Don’t try and re-establish your Experience Management programs. Instead, take seven bold moves to prepare for the future.

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December 10, 2020

Metrics: Recipes for Proving ROI and Elevating XM

The potential value of experience management (XM) is well-known, but insufficient funding remains a top obstacle to XM success. This article explores how to align the right metrics in the right combinations to win investments required for XM success.

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December 21, 2020

The Top XM Institute Content of 2020

One of XM Institute’s highlights of 2020 was the launch of our new website. To celebrate the end of the year, we are highlighting our top 20 pieces of content from this year.

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January 5, 2021

Three XM Recommendations for 2021: The Year of Positivity

XM Institute calls on Experience Management (XM) professionals to make 2021 the year of positivity. As we approach post-COVID normalcy, XM will be critical. Follow our three recommendations to break outdated XM habits.

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January 7, 2021

XM Professionals Network Highlights: 2020 Recap

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 2020 community growth, showcases members, and recaps events.

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January 12, 2021

Introducing the SLICE-B Experience Review Methodology

Experiences are inherently personal. A SLICE-B Experience Review allows you to adopt the perspective of a target user and systematically evaluate a specific interaction, helping you identify and eliminate bad experiences.

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