Experience Matters Blog

March 11, 2022

Create More Actionable Insights With Employee Journey Analytics

Employee experience efforts typically gain insights from analyzing individual touchpoint feedback. To gain a richer understanding into what drives employee behaviors and attitudes, organizations should adopt employee journey analytics.

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December 20, 2021

Seven Limitations of eNPS as an Employee Experience Metric

​Net Promoter® Score (NPS®) is a popular customer experience metric that is starting to be used for employee experience. While we like using CX practices in EX, Qualtrics XM Institute has identified seven severe limitations for using eNPS.

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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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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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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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October 8, 2020

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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September 17, 2020

Research Recap: ROI of Customer Experience, 2020

This blog post shares key findings from “ROI of Customer Experience, 2020,” which examined feedback from 10,000 U.S. consumers to understand the strength of the relationship between customer experience and loyalty.

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March 25, 2020

It’s a Perfect Time to Show Our Humanity

One of the five principles for making changes to your XM program in the current environment is to "Show Humanity." This blog post covers the three mindsets necessary for showing humanity and includes a video about elevating our collective humanity.

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March 19, 2020

Adjusting Your CX Program to Deal with COVID-19

How should companies adjust their CX efforts during times of organizational crisis and change? This blog post covers 5 principles for making changes to your CX program and addresses common questions around this topic.

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March 12, 2020

XM Fireside Chat: ROI of CX with Bruce Temkin and Moira Dorsey

Ensuring that your CX program delivers value is critical, which is why “Realize” is one of the six XM Competencies. In this fireside chat, Moira Dorsey joins Bruce Temkin to discuss the ROI of CX.

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