Experience Matters Blog
Conversational Analytics Are Transforming Contact Centers
Contact centers rely on a sample of interactions for customer experience metrics and agent coaching. Conversational analytics will transform their operations by enabling companies to immediately act on insights from every interaction.
Read More
The Voice of the Community: April 2022
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.
Read More
The Voice of the Community: March 2022
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.
Read More
U.S. Well-Being Increases for Everyone Except Hispanics
9,000 U.S. consumers told us about their happiness, health, and financial security.
Read More
Build Four Action Loops to Respond to Insights
Experience management programs traditionally focus on inner loop and outer loop responses. However, modern XM efforts need to build four action loops: Immediate Response, Continuous Improvement, Process Integration, and Strategic Decision-Making.
Read More
Create More Actionable Insights With Employee Journey Analytics
Employee experience efforts typically gain insights from analyzing individual touchpoint feedback. To gain a richer understanding into what drives employee behaviors and attitudes, organizations should adopt employee journey analytics.
Read More
The Voice of the Community: February 2022
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.
Read More
The Voice of the Community: January 2022
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.
Read More
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.
Read More
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.
Read More