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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Improving the Difficult Downsizing Experience
One of the measures that organizations may deploy when faced with uncertainty is downsizing, a difficult and emotionally taxing process that can have devastating impacts if not done properly. Here are some tips to ensure the most positive long-term outcomes.
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Create More Actionable Insights With Employee Journey Analytics
Employee experience efforts typically gain insights from analyzing individual touchpoint feedback. To gain a richer understanding into what drives employee behaviors and attitudes, organizations should adopt employee journey analytics.
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Seven Limitations of eNPS as an Employee Experience Metric
Net Promoter® Score (NPS®) is a popular customer experience metric that is starting to be used for employee experience. While we like using CX practices in EX, Qualtrics XM Institute has identified seven severe limitations for using eNPS.
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Is NPS a Good Global CX Metric?
Net Promoter Score is a very popular customer experience metric, but it can not be treated the same way around the world. A global study of 18 countries shows large variations in how consumers respond to the NPS question.
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How to Find and Fight Bias in Your X-Data
Bias in X-data collection can be a barrier to metrics communicating the information they’re meant to represent and cause poor decisions and behaviors. In this blog post, we present three practices for identifying and eliminating bias in X-data.
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Metrics: Recipes for Proving ROI and Elevating XM
The potential value of experience management (XM) is well-known, but insufficient funding remains a top obstacle to XM success. This article explores how to align the right metrics in the right combinations to win investments required for XM success.
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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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Research Recap: ROI of Customer Experience, 2020
This blog post shares key findings from “ROI of Customer Experience, 2020,” which examined feedback from 10,000 U.S. consumers to understand the strength of the relationship between customer experience and loyalty.
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It’s a Perfect Time to Show Our Humanity
One of the five principles for making changes to your XM program in the current environment is to "Show Humanity." This blog post covers the three mindsets necessary for showing humanity and includes a video about elevating our collective humanity.
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