Experience Matters Blog

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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May 25, 2021

Research Recap: Five Phases for Creating Powerful Personas

Personas allow organizations to understand and design for specific target audiences. This blog post shares key findings and examples from the report, "Five Phases for Creating Powerful Personas."

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April 22, 2021

Driving Action From Journey Maps

Journey mapping is a popular XM activity, yet these efforts often fail to make a substantive impact on customer or employee experiences. In this blog post, we explore the 5 categories for using journey mapping insights to drive action.

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March 25, 2021

Five Application Areas for Digital XM

Digital XM has become an essential part of any XM effort. This blog post explores 5 core Digital XM application areas organizations should focus on to improve both the digital and overall experience they deliver to customers and employees.

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January 21, 2021

Take Employee Listening to the Next Level with Unstructured Listening

Unstructured listening is a natural but underutilized complement to structured surveys and questionnaires. It allows employees to take a proactive role in giving feedback, illuminates blindspots, and helps to close hidden experience gaps.

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January 12, 2021

Introducing the SLICE-B Experience Review Methodology

Experiences are inherently personal. A SLICE-B Experience Review allows you to adopt the perspective of a target user and systematically evaluate a specific interaction, helping you identify and eliminate bad experiences.

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October 15, 2020

Research Recap: Best Practices Across the Disrupt Competency

Disrupt is one of the six XM Competencies organizations must build to master the discipline of XM. This blog post shares key findings and examples from the report, "Best Practices Across the Disrupt Competency."

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October 13, 2020

Using Journey Maps to Define Listening Posts

Journey maps allow you to connect the most important journeys for any type of experience. Even a basic map can be used to architect a more effective listening program. Starting mapping with the four W's: Why, When, Who, and What.

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September 16, 2020

The Five Questions of Journey-Centric Thinking

While journey maps can provide incredible value, it’s not practical to map all potential journeys. To enjoy the benefits of a journey map without all the work, train people to consistently ask and answer the 5 questions of Journey-Centric Thinking.

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August 4, 2020

Research Recap: The XM Diffusion Cycle

How can organizations expand Experience Management beyond isolated use cases? By following the XM Diffusion Cycle. This blog post shares keys findings from the report, "The XM Diffusion Cycle," which provides best practices from research with nearly 50 organizations.

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