Experience Matters Blog

September 1, 2022

Five Lessons Learned About Pivoting In-Store CX During Times of Uncertainty

Economic downturns cause heightened emotions, pressured budgets, and new customer behaviours. We share five lessons on how multi-site retail managers should adjust their customer experience agendas during disruptive times.

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August 3, 2022

The Three Core Functions of a CX Center of Excellence

Organizations looking to mature their customer experience programs often establish a CX Center of Excellence (CoE). This post describes the three specialized functions of a strong CX CoE and common activities within each one.

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July 27, 2022

Improving the Difficult Downsizing Experience

One of the measures that organizations may deploy when faced with uncertainty is downsizing, a difficult and emotionally taxing process that can have devastating impacts if not done properly. Here are some tips to ensure the most positive long-term outcomes.

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October 28, 2021

The Five Essential Elements of CX Program Governance

Organizations do not become customer-centric overnight. To coordinate all the efforts that catalyze CX-centric change, organizations need a strong governance model. In this post, we explore the five key elements of CX program governance.

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February 4, 2021

Modern XM Requires Less Fragmentation and More Alignment

To capture the transformative potential of XM, organizations need to modernize their efforts. The first step to embedding the required organizational discipline is moving from a fragmented to aligned approach across the XM Operating Framework.

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November 19, 2020

How XM Evolves to a Federated Governance Model

As organizations mature and expand their XM efforts, their governance changes as well. We first explored what those changes look like in the report The Federated Customer Experience Model and it’s worth relooking at this through the lens of XM.

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October 29, 2020

Drive Change Top-Down and Bottom-Up… with Middle Managers!

To drive Experience Management (XM) transformation, organizations need to combine top-down leadership activities with bottom-up grassroots behavior changes. But that’s not enough. Successful change efforts require activating middle managers.

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August 20, 2020

XM Competency: Leading a Multi-Year Transformation

For XM to succeed, organizations must maintain a systematic focus on making changes over multiple years. This post examines the 3 XM Skills an organization must build to master the LEAD Competency: Strategy, Program Roadmap, and Governance.

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August 11, 2020

Five Tips for Using Our XM Maturity Assessments

Are you getting the most out of our XM maturity assessments? Follow these five tips on how to present assessments and results to successfully build alignment among stakeholders and demonstrate the value of XM.

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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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