Experience Matters Blog

February 23, 2021

Introducing the XM Professional (XMP) Certification

This post announces the XM Professional (XMP) Certification, the premier credential recognizing expertise in experience management (XM).

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March 2, 2021

The Voice of the Community: February 2021

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 events.

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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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March 16, 2021

Four Recommendations for a More Experience-Centric Culture

An organization’s progression toward becoming XM-centric is both enabled and hindered by its culture. This article presents simple and practical tips for XM professionals to navigate the culture they are operating within.

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March 25, 2021

Five Application Areas for Digital XM

Digital XM has become an essential part of any XM effort. This blog post explores 5 core Digital XM application areas organizations should focus on to improve both the digital and overall experience they deliver to customers and employees.

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March 30, 2021

Five Guiding Principles of Customer Recovery and Closing the Loop

Everyday negative experiences add up and erode customer satisfaction. Resolving them is a business imperative, and, when done very well, can even be brand-building. This post outlines 5 principles that all organizations can use to close the loop.

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April 1, 2021

The Voice of the Community: March 2021

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 last month’s events.

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April 6, 2021

Four XM Practices That Can Propel the Candidate Experience

The candidate experience is a complex journey that sits at the intersection of an organization’s brand, customer, and employee experiences. The discipline of XM offers capabilities that organizations can leverage to master the candidate experience.

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April 8, 2021

It’s Time to Update Your Relationship Measurement Program

Despite being central to CX efforts, most organizations’ relationship measurement programs remain outdated. In this blog post, we explore the 4 capabilities organizations must develop to update their relationship management systems.

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April 13, 2021

Best of XM Institute Content: Q1 2021

In this blog post, we look back at the most popular pieces of content XM Institute published in Q1 of 2021.

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