Experience Matters Blog

October 21, 2022

2022 U.S. Net Promoter Score Drops from 2021 Recovery

From our latest US consumer study, XM Institute found that Net Promoter Score fell for most industries from 2021 to 2022.

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October 3, 2022

Tips for Frontline CX Training Program Success

Designing effective training is crucial to the employee upskilling process. These essentials will bring empathy into your training, bring employees closer to customers and underpin program success.

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September 19, 2022

Examining Gender And Race Gaps Across Employee Experience And New Job Preferences

XM Institute’s Business Resilience Report included a measure of employee experience (EX) in the U.S. We identified EX gaps between caucasians and other employees and then intersected the results with the binary gender identifiers of male and female.

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September 1, 2022

Five Lessons Learned About Pivoting In-Store CX During Times of Uncertainty

Economic downturns cause heightened emotions, pressured budgets, and new customer behaviours. We share five lessons on how multi-site retail managers should adjust their customer experience agendas during disruptive times.

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August 18, 2022

Six Analytical Pathways That Link Employee and Customer Experience

There’s strong evidence that links customer experience (CX) and employee experience (EX). In this post, we identify six analytical pathways and best practices for connecting CX and EX to improve frontline operations.

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August 3, 2022

The Three Core Functions of a CX Center of Excellence

Organizations looking to mature their customer experience programs often establish a CX Center of Excellence (CoE). This post describes the three specialized functions of a strong CX CoE and common activities within each one.

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July 27, 2022

Improving the Difficult Downsizing Experience

One of the measures that organizations may deploy when faced with uncertainty is downsizing, a difficult and emotionally taxing process that can have devastating impacts if not done properly. Here are some tips to ensure the most positive long-term outcomes.

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July 7, 2022

The Voice of the Community: June 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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June 17, 2022

The ABCs of Employee Experience Action Planning and Six Roadblocks to Avoid

Activating frontline leaders to take action on experience insights is hard work. We offer a simple ABC framework to help managers respond in a way that is action-oriented, business-relevant, and conversation-based.

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June 2, 2022

The Voice of the Community: May 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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