Experience Matters Blog
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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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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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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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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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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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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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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Establishing an EX Center of Excellence to Drive HR Impact
Organizations looking to mature and scale their employee experience programs often establish an employee experience (EX) Center of Excellence (CoE). This post outlines the purpose, responsibilities, and activities of an effective EX CoE.
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2022 U.S. Net Promoter Score Drops from 2021 Recovery
From our latest US consumer study, XM Institute found that Net Promoter Score fell for most industries from 2021 to 2022.
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Tips for Frontline CX Training Program Success
Designing effective training is crucial to the employee upskilling process. These essentials will bring empathy into your training, bring employees closer to customers and underpin program success.
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