Experience Matters Blog

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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June 3, 2020

Use the Human Conversational Model to Create Engaging Contact Center Interactions

Human beings naturally bond with one another through conversations. This blog post explores how organizations can deepen their relationships with customers by designing contact center interactions that mirror key elements of everyday conversations.

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April 14, 2020

Tapping into the Six Traits of Human Beings During a Crisis

How can organizations build deeper emotional ties with people during a crisis? This blog post describes how companies can address the shifting concerns of customers and employees by considering their needs across the Six Traits of Human Beings.

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March 9, 2020

XM Fireside Chat: Experience Design with Bruce Temkin and Isabelle Zdatny

Experience design isn’t just a nice-to-have activity, it’s a fundamental capability that every organization needs to embrace. In this fireside chat, Isabelle Zdatny joins Bruce Temkin to discuss Experience Design and creating innovative experiences.

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March 2, 2020

Leaders: Four Experience Design Tips to Deal with Coronavirus

How can Experience Design capabilities help leaders both make and implement the right decisions in today's environment? This blog post identifies four experience design-based tips for leaders to keep in mind throughout the current crisis.

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December 30, 2019

2020: The Year of Insightful Actions

The XM Institute named 2020 as “The Year of Insightful Action.” This blog post looks at the five trends we expect to see during the Year of Insightful Actions and how they will impact different elements of the XM Operating...

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November 4, 2019

Discussing the Experience Economy with Joe Pine

Joe Pine – the author of the foundational book "The Experience Economy" – joins Bruce Temkin to discuss current trends in XM and how the Experience Economy has shifted since he first introduced it over 20 years ago.

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July 9, 2019

New Research: Operationalizing XM

This blog post covers the foundational report, "Operationalizing XM," which outlines what the discipline of Experience Management is and introduces the XM Operating Framework, the 6 XM Competencies, and the 5 stages of XM maturity.

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March 20, 2019

The Human Experience Cycle

To design better experiences, organizations need to understand how people flow through their experiences. This blog post introduces a simplified view of how people process their experiences using a model called "The Human Experience Cycle."

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December 5, 2018

CX Myth #5: Wow Customers During Every Interaction

Many common beliefs about customer experience are misguided. This blog post tackles the common CX myth that organizations need to create an amazing experience during every interaction with a customer, which is not always appropriate or practical.

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