Experience Matters Blog

April 1, 2024

NPS Starts to Stabilize in the Wake of the Pandemic

In this blog post, we examine the average Net Promoter Score (NPS) of 22 industries and compare these results to previous years. This data is based on our U.S. Consumer Study, where 10,000 respondents rate 351 organizations.

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March 21, 2024

Getting Started: Integrating Digital into Your CX Efforts

To succeed in our digital-first era, CX programs must incorporate digital technologies, strategies, and capabilities into their CX efforts. Here we break down the 5 steps for getting started and share examples of CX-digital partnership opportunities.

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November 29, 2023

Continuously Manage XM Value with the Realize Competency

To secure organizational attention and resources, XM teams need to track, manage, and communicate the business value of their efforts. This blog explores how you can demonstrate the value of your XM activities by mastering the Realize Competency.

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October 2, 2023

10 Lessons Learned from 1,000 Value Assessments

XM professionals often struggle to calculate and communicate the value of XM initiatives. In this post, the head of Qualtrics Center of Value shares his top lessons from years of helping XM teams quantify and demonstrate the value of experiences.

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September 26, 2023

Seven Types of Data for Modern XM Programs

Despite the explosion of available data, most CX and EX programs continue to rely only on survey-based feedback. This post describes the 7 types of data XM programs should collect and how they can start building a diverse listening portfolio.

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September 8, 2023

What Will Generative AI Mean for Your XM Efforts?

Generative AI will be transformational, despite its short-term overhyping. Experience Management professionals need to plan around its capabilities in data summarization, pattern recognition, content personalization, and conversational interfaces.

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August 15, 2023

Tips for Designing Action-Centric Dashboards for Executives

Effective dashboard design is critical to secure executive adoption and prompt XM actions. These action-centric design tips will help you create simple, engaging executive dashboards that communicate key insights and shape strategic decisions.

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March 28, 2023

Four Principles for Action-Centric Dashboard Design

CX dashboards are a critical tool for driving customer-centric decisions, but many organizations today assemble the data haphazardly, making it hard for users to understand & act on. Here we introduce a new approach to designing action-centric dashboards.

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March 6, 2023

Global Well-Being Declines from 2021

Consumers from 29 countries told us about their quality of life, which we tracked year-over-year.

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January 23, 2023

2022 U.S. Well-Being Fluctuates Across Age, Gender, and Ethnicity

We share the state of US consumers' quality of life in 2022 by ethnicity, age, and gender based on our Well-Being Index (WBi), a measure of happiness, healthiness, and financial security.

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