Experience Matters Blog
Metrics: Recipes for Proving ROI and Elevating XM
The potential value of experience management (XM) is well-known, but insufficient funding remains a top obstacle to XM success. This article explores how to align the right metrics in the right combinations to win investments required for XM success.
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The Four Causes of Customer Churn and What to Do About Them
When customers churn, it hurts the bottom line. Companies that wish to extinguish customer churn must identify the different causes and address them with the right strategies. We share four drivers of customer churn and how to tackle them.
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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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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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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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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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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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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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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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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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