Experience Matters Blog

August 5, 2020

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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June 15, 2020

Five XM Practices for Accelerating Your Digital Transformation

The pandemic has accelerated the already existing trend of companies investing heavily in improving their digital capabilities. This blog post introduces five emerging practices that are helping companies accelerate their digital transformations.

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April 1, 2020

Experience Management in a Crisis: Shift from Trending to Sensing

How can Experience Management help organizations navigate the current dynamic environment? This blog post explores five key pieces of advice for being an effective leader through a recession and 10 questions to ask yourself to re-orient your XM program.

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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 10, 2020

Tap into XM to Navigate a Recession

In downturns, organizations can either manage their way through them or lead their way out of them. This blog post offers advice on how to do the latter and use XM to successfully navigate a recession.

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February 6, 2020

The Four P’s of XM Insights

How can organizations use XM to sense and respond to changes in their environment more quickly than their peers? This blog post introduces the four categories of XM insights companies should collect to understand and systematically adapt to changes.

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December 30, 2019

2020: The Year of Insightful Actions

The XM Institute named 2020 as “The Year of Insightful Action.” This blog post looks at the five trends we expect to see during the Year of Insightful Actions and how they will impact different elements of the XM Operating...

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November 21, 2019

New Research: The Global State of XM

This blog post highlights key findings from our research into the current state of Experience Management around the world based on a study of 1,200 senior execs from six countries: Australia, Canada, Germany, Japan, the UK, and the US.

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November 18, 2019

Stop Employees from Asking for Good Ratings

Gaming is a common problem. It happens when an organization puts too much emphasis on specific measurements — at the expense of the overall XM program. This blog post covers five rules to stop employees from gaming the system.

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July 9, 2019

New Research: Operationalizing XM

This blog post covers the foundational report, "Operationalizing XM," which outlines what the discipline of Experience Management is and introduces the XM Operating Framework, the 6 XM Competencies, and the 5 stages of XM maturity.

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