Experience Matters Blog

January 12, 2022

The Voice of the Community: December 2021

XM Pros 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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January 10, 2022

The Top XM Institute Content of 2021

To celebrate the end of 2021, we are highlighting our top 21 pieces of content from the last year.

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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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December 20, 2021

Seven Limitations of eNPS As an Employee Experience Metric

​Net Promoter® Score (NPS®) is a popular customer experience metric that is starting to be used for employee experience. While we like using CX practices in EX, Qualtrics XM Institute has identified seven severe limitations for using eNPS.

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December 14, 2021

Introducing 2022, The Year of Agility

In 2022, companies must prepare for an unpredictable environment, which is why we’re calling it “The Year of Agility.” To thrive in this environment, tap into Experience Management (XM) capabilities.

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December 13, 2021

Should You Tie Bonuses To Employee Experience Metrics?

Compensating managers and leaders for improvements in EX metrics may incentivise desired behaviors, but a poorly executed bonus program may result in rewarding the wrong behaviors and have an unintended negative impact. We provide tips on how to get this...

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December 10, 2021

Examining 10 Years Of Net Promoter Scores in the U.S.

Qualtrics XM Institute examined Net Promoter Scores in the U.S. over the past decade. Banks, wireless carriers, and retailers have been the most resilient, while consumer payments and rental cars have seen the largest drops in NPS.

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December 9, 2021

The Voice of the Community: November 2021

XM Pros 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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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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November 19, 2021

India Tops Global Consumer Well-Being Index Of 24 Countries

In a recent global study, we calculated a Well-Being Index of consumers in 24 countries based on their level of happiness, healthiness, and financial security. India and Mexico are on top, while Japan and South Korea are on the bottom.

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