Experience Matters Blog
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.
Read More
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.
Read More
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.
Read More
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.
Read More
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.
Read More
Global Well-Being Declines from 2021
Consumers from 29 countries told us about their quality of life, which we tracked year-over-year.
Read More
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.
Read More
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.
Read More
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.
Read More
Examining Gender And Race Gaps Across Employee Experience And New Job Preferences
XM Institute’s Business Resilience Report included a measure of employee experience (EX) in the U.S. We identified EX gaps between caucasians and other employees and then intersected the results with the binary gender identifiers of male and female.
Read More