Experience Matters Blog
Conversational Analytics Are Transforming Contact Centers
Contact centers rely on a sample of interactions for customer experience metrics and agent coaching. Conversational analytics will transform their operations by enabling companies to immediately act on insights from every interaction.
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Assessing Agility of Your Organization, Your XM Program, and Yourself
XM Institute labeled 2022 “The Year of Agility” and created a tool for assessing organizational, Experience Management, and personal agility.
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Seven Mistakes to Avoid When Closing the Loop With Customers
Read about seven mistakes to avoid when closing the loop with customers.
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Best of XM Institute Content: Q1 2022
In this blog post, we look back at the most popular pieces of content XM Institute published in Q1 of 2022.
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U.S. Well-Being Increases for Everyone Except Hispanics
9,000 U.S. consumers told us about their happiness, health, and financial security.
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Five Steps for Building a Strong CX Metrics Program in Hospitality
Effective customer experience metrics should align across all operational and experience touchpoints, which in Hospitality settings are endless. Instead of taking a one size fits all approach to your north star CX metric, be strategic.
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Build Four Action Loops to Respond to Insights
Experience management programs traditionally focus on inner loop and outer loop responses. However, modern XM efforts need to build four action loops: Immediate Response, Continuous Improvement, Process Integration, and Strategic Decision-Making.
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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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Celebrating One Year of XMP!
To celebrate the one-year anniversary of the XM Professional (XMP) Certification, we highlight four XMPs from around the world and share what their XMP means to them.
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Employees Around the World Want to Be Listened to and Treated Better
Qualtrics XM Institute surveyed 16,000 employees across 24 countries and found that 60% of them want their employers to listen more to their feedback and treat them better. The data makes a compelling case to improve employee experience.
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