Experience Matters Blog

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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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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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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January 14, 2021

What You Need to Know: Critical Areas of Expertise for XM Professionals

As the discipline of experience management (XM) becomes an integral part of organizations’ strategies, the importance of knowledgeable, skilled XM professionals also rises. We share the expertise and skills professionals need to effectively succeed.

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January 12, 2021

Introducing the SLICE-B Experience Review Methodology

Experiences are inherently personal. A SLICE-B Experience Review allows you to adopt the perspective of a target user and systematically evaluate a specific interaction, helping you identify and eliminate bad experiences.

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December 10, 2020

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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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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November 13, 2020

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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