Experience Matters Blog

December 2, 2021

Three XMPs Share Tips to Prepare for the XM Professional (XMP) Certification

Preparing for the XMP Certification exam but not sure where to get started? We share tips from three XMPs on what helped them earn the certification.

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February 10, 2012

Timeless Advice About Chief Customer Officers

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April 12, 2014

Top 10 Reasons I’m Proud to Be a CCXP

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April 29, 2009

Tracking Your Top 10 Dissatisfaction Drivers

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December 21, 2021

U.S. President Signs Executive Order On CX: Six Recommendations For Next Steps

President Biden signed an executive order (EO) on customer experience (CX). XM Institute applauds the EO and provides six recommendations about how federal government CX teams should capture the moment and accelerate their CX efforts.

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August 15, 2016

Use Customer Insights to Close Four Loops

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June 3, 2020

Use the Human Conversational Model to Create Engaging Contact Center Interactions

Human beings naturally bond with one another through conversations. This blog post explores how organizations can deepen their relationships with customers by designing contact center interactions that mirror key elements of everyday conversations.

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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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May 19, 2010

Voice of the Customer Needs More Maturity

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August 22, 2017

Want Better Employees? Be a Purposeful Leader

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