Experience Matters Blog

February 18, 2008

What Is the Perfect Customer Experience?

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August 6, 2008

What the Heck Is Customer Experience?

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January 14, 2021

What You Need to Know: Critical Areas of Expertise for XM Professionals

As the discipline of experience management (XM) becomes an integral part of organizations’ strategies, the importance of knowledgeable, skilled XM professionals also rises. We share the expertise and skills professionals need to effectively succeed.

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November 26, 2018

What’s All This About X- and O-Data?

Why are X-data and O-data so essential to organizations' XM success? This blog post provides an overview of what these two types of data are and how organizations should combine them to generate more valuable insights about people’s experiences.

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August 27, 2020

What’s the Right Mix of O-Data and X-Data?

Blending operational data and experience data is fundamental to successful XM. Start by understanding which data to focus on. In this post, we outline how to identify the right data with both an analytics-driven and business-driven approach.

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June 2, 2014

Where’s All The B2B CX Data?

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October 13, 2021

Which Employees Are Looking For A New Job?

People talk about “The Great Resignation,” but who’s actually looking for a new job? XM Institute data shows that B2B sales reps, executives, medical professionals, and factory workers have increased their job searching the most.

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October 4, 2017

Why Am I So Proud of Customer Experience Day?

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February 4, 2020

Why I joined the XM Institute: HR to EX to XM

In this blog post, Ben Grager discusses how his own professional journey has reflected the broader industry trend from HR to employee experience to Experience Management.

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January 27, 2014

Why Net Promoter Score May Not Align with Business Results

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