Experience Matters Blog

June 15, 2021

Is NPS a Good Global CX Metric?

Net Promoter Score is a very popular customer experience metric, but it can not be treated the same way around the world. A global study of 18 countries shows large variations in how consumers respond to the NPS question.

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June 2, 2021

The Voice of the Community: May 2021

The XM Professionals Network (XMPN) is a global, free community for XM professionals who want to learn, connect, and advance their careers and the XM profession at large. This post highlights community growth, showcases members, and recaps last month’s events.

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May 25, 2021

Research Recap: Five Phases for Creating Powerful Personas

Personas allow organizations to understand and design for specific target audiences. This blog post shares key findings and examples from the report, "Five Phases for Creating Powerful Personas."

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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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May 4, 2021

The Voice of the Community: April 2021

The XM Professionals Network (XMPN) is a global, free community for XM professionals who want to learn, connect, and advance their careers and the XM profession at large. This post highlights community growth, showcases members, and recaps last month’s events.

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April 22, 2021

Driving Action From Journey Maps

Journey mapping is a popular XM activity, yet these efforts often fail to make a substantive impact on customer or employee experiences. In this blog post, we explore the 5 categories for using journey mapping insights to drive action.

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April 20, 2021

Five Elements of Successful XM Ambassador Programs

A key element of XM governance is a network of internal advocates who work with the XM core team to evangelize XM and build critical grassroots support. We share how to harness these benefits by building a successful Ambassador program.

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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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April 1, 2021

The Voice of the Community: March 2021

The XM Professionals Network (XMPN) is a global, free community for XM professionals who want to learn, connect, and advance their careers and the XM profession at large. This post highlights community growth, showcases members, and recaps last month’s events.

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March 30, 2021

Five Guiding Principles of Customer Recovery and Closing the Loop

Everyday negative experiences add up and erode customer satisfaction. Resolving them is a business imperative, and, when done very well, can even be brand-building. This post outlines 5 principles that all organizations can use to close the loop.

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