Experience Matters Blog

March 28, 2023

Four Principles for Action-Centric Dashboard Design

CX dashboards are a critical tool for driving customer-centric decisions, but many organizations today assemble the data haphazardly, making it hard for users to understand & act on. Here we introduce a new approach to designing action-centric dashboards.

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March 6, 2023

Global Well-Being Declines from 2021

Consumers from 29 countries told us about their quality of life, which we tracked year-over-year.

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January 23, 2023

2022 U.S. Well-Being Fluctuates Across Age, Gender, and Ethnicity

We share the state of US consumers' quality of life in 2022 by ethnicity, age, and gender based on our Well-Being Index (WBi), a measure of happiness, healthiness, and financial security.

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December 22, 2022

Establishing an EX Center of Excellence to Drive HR Impact

Organizations looking to mature and scale their employee experience programs often establish an employee experience (EX) Center of Excellence (CoE). This post outlines the purpose, responsibilities, and activities of an effective EX CoE.

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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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