Experience Matters Blog

October 22, 2020

Research Recap: B2B CX Best Practices – Embedding Actionable Insights into Key Processes

This blog post shares key findings from “B2B CX Best Practices: Embedding Actionable Insights into Key Processes,” which identifies 5 processes where CX teams can embed XM capabilities to sustain strong B2B customer relationships.

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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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October 8, 2020

Existing Metrics Aren’t Enough for Customer-Centric Strategy

To really measure how customers view your brand, you must understand the environment that they are making decisions in. Use relative metrics to track the experiences your customers are having with you, relative to your competitors and substitutes.

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September 10, 2020

4 Ways to Modernize Your X-Data Systems

How can you modernize your experience data? By making them operate more like operational data. In this post, we share four characteristics of how organizations measure, manage, and consume O-data that you can apply to mature your X-data systems.

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August 27, 2020

What’s the Right Mix of O-Data and X-Data?

Blending operational data and experience data is fundamental to successful XM. Start by understanding which data to focus on. In this post, we outline how to identify the right data with both an analytics-driven and business-driven approach.

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August 13, 2020

Questions About Government CX, with Answers for All CX Programs

No matter where you're from or what industry you're in, you're probably asking the same question as other CX professionals. In this post, we answer frequently asked questions from CX professionals that apply to programs of all kinds.

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August 5, 2020

Yes, It’s Time to Get Rid of Old School Employee Surveys

Intention is everything when it comes to creating effective employee listening. Is your organization designing its approach to "check the box" or to trigger thoughtful action? In this blog post, learn three ways to modernize your EX measurement.

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July 23, 2020

Three Analytical Tools That Every XM Leader Should Understand

How can XM Leaders make simpler and more effective decisions? By matching the best analytical tool to the problems they're trying to solve. This blog post outlines three analytical techniques to address common challenges in XM.

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June 15, 2020

Five XM Practices for Accelerating Your Digital Transformation

The pandemic has accelerated the already existing trend of companies investing heavily in improving their digital capabilities. This blog post introduces five emerging practices that are helping companies accelerate their digital transformations.

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April 7, 2020

Applying the Four P’s of XM Insights in the Current Environment

How can organizations today meet the dual challenge of addressing people’s dramatically different needs while operating in a new economic environment? This blog post covers how to apply the Four P's of XM Insights to the current environment.

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