Experience Matters Blog

May 12, 2022

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.

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May 5, 2022

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.

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April 7, 2022

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.

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March 28, 2022

U.S. Well-Being Increases for Everyone Except Hispanics

9,000 U.S. consumers told us about their happiness, health, and financial security.

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March 15, 2022

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.

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March 11, 2022

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.

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March 3, 2022

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.

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February 8, 2022

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.

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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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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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