Experience Matters Blog
Bad Customer Experience Puts $3.1 Trillion in Global Consumer Sales at Risk
Based on a global consumer study, we estimate that companies that deliver very bad customer experiences are putting $3.1 trillion in sales at risk every year. This includes $1 trillion where consumers completely stopped spending with a company.
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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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Best of XM Institute Content: Q3 2022
In this blog post, we look back at the most popular pieces of content XM Institute published in Q3 of 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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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.
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Five Lessons Learned About Pivoting In-Store CX During Times of Uncertainty
Economic downturns cause heightened emotions, pressured budgets, and new customer behaviours. We share five lessons on how multi-site retail managers should adjust their customer experience agendas during disruptive times.
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Lessons From a B2B CX Leader on How to Build a Customer-Centric Culture
In this business-to-business (B2B) example, a customer experience (CX) leader built a customer-centric culture by focusing on how customers interact, making experiences understandable to stakeholders, and securing executive endorsements.
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Six Analytical Pathways That Link Employee and Customer Experience
There’s strong evidence that links customer experience (CX) and employee experience (EX). In this post, we identify six analytical pathways and best practices for connecting CX and EX to improve frontline operations.
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Commentary On XM Institute Business Resilience Report, Q3 2022
Resilient organizations need to build strong human connections with all stakeholders. To measure this connection, Qualtrics XM Institute launched the Business Resilience Index that examines customer, employee, brand, and product experience.
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The Three Core Functions of a CX Center of Excellence
Organizations looking to mature their customer experience programs often establish a CX Center of Excellence (CoE). This post describes the three specialized functions of a strong CX CoE and common activities within each one.
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