Experience Matters Blog

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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May 6, 2021

How to Find and Fight Bias in Your X-Data

Bias in X-data collection can be a barrier to metrics communicating the information they’re meant to represent and cause poor decisions and behaviors. In this blog post, we present three practices for identifying and eliminating bias in X-data.

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April 8, 2021

It’s Time to Update Your Relationship Measurement Program

Despite being central to CX efforts, most organizations’ relationship measurement programs remain outdated. In this blog post, we explore the 4 capabilities organizations must develop to update their relationship management systems.

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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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March 4, 2021

Advice for Propelling Your Net Promoter Score Program

Net Promoter Score (NPS) programs typically progress through four stages, with an increasing focus on taking action that drives more value. We share 9 recommendations for propelling your NPS efforts.

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February 17, 2021

Make the Investment or Not? A Case Study Using Regression-Based Driver Analysis

Regression-based driver analysis helps identify which underlying operational activities (drivers) will have the most impact on improving a metric (outcome) that you care about. See how a retailer used it to make a better investment decision.

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February 9, 2021

Research Recap: Best Practices for Designing Survey Questions

Bad surveys will not produce reliable or valid insights. This blog post shares key findings and examples from the report, "Best Practices for Designing Survey Questions."

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January 28, 2021

Tapping Into Five Types of Digital X-Data Collection Mechanisms

Digital offers a highly versatile and efficient way to solicit and track people’s perceptions of their experiences. This post reviews several popular digital X-Data collection mechanisms and provides recommendations on how to deploy them effectively.

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January 26, 2021

Stop Writing Surveys and Start Designing a Fake Report

Before you think about writing a survey, write a fake report first. Think about who is the key audience for the insights and what information they need to make better decisions, then draft the output you think they will need.

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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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