Experience Matters Blog

September 3, 2007

Words Of Wisdom: Stanley Marcus on Customers as People

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August 20, 2020

XM Competency: Leading a Multi-Year Transformation

For XM to succeed, organizations must maintain a systematic focus on making changes over multiple years. This post examines the 3 XM Skills an organization must build to master the LEAD Competency: Strategy, Program Roadmap, and Governance.

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March 9, 2020

XM Fireside Chat: Experience Design with Bruce Temkin and Isabelle Zdatny

Experience design isn’t just a nice-to-have activity, it’s a fundamental capability that every organization needs to embrace. In this fireside chat, Isabelle Zdatny joins Bruce Temkin to discuss Experience Design and creating innovative experiences.

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March 30, 2020

XM Fireside Chat: Healthcare Experience with Bruce Temkin and Susan Haufe

The current pandemic is challenging the very structure of our healthcare system. In this fireside chat, Susan Haufe joins Bruce Temkin to discuss XM in the healthcare industry and the state of healthcare experience in the current environment.

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March 12, 2020

XM Fireside Chat: ROI of CX with Bruce Temkin and Moira Dorsey

Ensuring that your CX program delivers value is critical, which is why “Realize” is one of the six XM Competencies. In this fireside chat, Moira Dorsey joins Bruce Temkin to discuss the ROI of CX.

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March 16, 2020

XM Fireside Chat: XM Leadership with Bruce Temkin and Aimee Lucas

Leadership is a critical component for creating successful XM programs, which is why “Lead” is one of the six XM Competencies. In this fireside chat, Aimee Lucas joins Bruce Temkin to discuss leadership and driving XM-centric change.

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March 19, 2020

XM Fireside Chat: XM Maturity with Bruce Temkin and Benjamin Granger

Organizations don’t master Experience Management overnight, it takes several years of evolution and change. In this fireside chat, Ben Granger joins Bruce Temkin to discuss the five stages of XM maturity and how to evolve through these stages

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January 1, 2000

XM Institute Citation Policy

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July 8, 2021

XM Institute’s Anniversary and the State of the XM Profession

One year after XM Institute launched XMInstitute.com with the world’s most robust Experience Management (XM) library, the monthly XM Journal, and the XM Professionals Network, new research shows that the XM profession is thriving.

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January 1, 2000

XM Professional (XMP) Certification Exam Preparation Resources

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