Experience Matters Blog
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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Research Recap: B2B CX Best Practices – Embedding Actionable Insights into Key Processes
This blog post shares key findings from “B2B CX Best Practices: Embedding Actionable Insights into Key Processes,” which identifies 5 processes where CX teams can embed XM capabilities to sustain strong B2B customer relationships.
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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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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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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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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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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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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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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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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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