Experience Matters Blog

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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November 4, 2021

The Voice of the Community: October 2021

The XM Professionals Network (XMPN) 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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October 28, 2021

The Five Essential Elements of CX Program Governance

Organizations do not become customer-centric overnight. To coordinate all the efforts that catalyze CX-centric change, organizations need a strong governance model. In this post, we explore the five key elements of CX program governance.

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October 26, 2021

Looking to Improve Your Response Rates? Use These Four Levers

Response rates are contextual, meaning there’s no one-size-fits-all answer to the question of what makes a “good” rate for a CX survey. However, there are four universal levers you can use to boost your response rates: Mode, Sample, Design, and...

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October 7, 2021

The Voice of the Community: September 2021

The XM Professionals Network (XMPN) 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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September 2, 2021

The Voice of the Community: August 2021

The XM Professionals Network (XMPN) 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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August 26, 2021

It’s Time to Fix Five Common Broken Experiences

Across industries and countries, organizations make a set of common mistakes in both customer experience (CX) and employee experience (EX). Read how to fix these five broken experiences: “No,” Waiting, Onboarding, Decision, and Transition.

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August 3, 2021

The Voice of the Community: July 2021

The XM Professionals Network (XMPN) 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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July 1, 2021

The Voice of the Community: June 2021

The XM Professionals Network (XMPN) 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 30, 2021

Five Shifts for Building a Dynamic, Always-On Relationship Program

To meet the needs of modern customers, organizations need to update their relationship programs. In this post, we explore how organizations can build a dynamic, always-on relationship program by making five key shifts to their existing program.

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