Experience Matters Blog

November 10, 2021

Net Promoter Scores Partially Recover From 2020 Collapse

Net Promoter Scores (NPS) in the U.S. dropped by half between 2019 and 2020. XM Institute’s latest data shows that those scores have partially recovered, but still lags for younger consumers.

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October 28, 2021

The Five Essential Elements of CX Program Governance

Organizations do not become customer-centric overnight. To coordinate all the efforts that catalyze CX-centric change, organizations need a strong governance model. In this post, we explore the five key elements of CX program governance.

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October 26, 2021

Looking to Improve Your Response Rates? Use These Four Levers

Response rates are contextual, meaning there’s no one-size-fits-all answer to the question of what makes a “good” rate for a CX survey. However, there are four universal levers you can use to boost your response rates: Mode, Sample, Design, and...

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October 14, 2021

Best of XM Institute Content: Q3 2021

In this blog post, we look back at the most popular pieces of content XM Institute published in Q3 of 2021.

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October 13, 2021

Which Employees Are Looking For A New Job?

People talk about “The Great Resignation,” but who’s actually looking for a new job? XM Institute data shows that B2B sales reps, executives, medical professionals, and factory workers have increased their job searching the most.

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October 5, 2021

Customer Experience Hits and Misses on CX Day

To celebrate CX Day, community members of the XM Professionals Network share their customer experience hits and misses.

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September 15, 2021

Five Areas for Modernizing Employee Experience Management… Right Now

Given COVID and societal changes, organizations are being forced to reimagine the future of work. To navigate this seismic shift, organizations need a modern Employee Experience Management (XM) program to understand and respond to employees’ needs.

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September 3, 2021

Bad Customer Experience Puts $4.7 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 $4.7 trillion sales at risk every year. This includes $1.7 trillion where consumers completely stopped spending with a company.

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August 26, 2021

It’s Time to Fix Five Common Broken Experiences

Across industries and countries, organizations make a set of common mistakes in both customer experience (CX) and employee experience (EX). Read how to fix these five broken experiences: “No,” Waiting, Onboarding, Decision, and Transition.

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July 8, 2021

XM Institute’s Anniversary and the State of the XM Profession

One year after XM Institute launched XMInstitute.com with the world’s most robust Experience Management (XM) library, the monthly XM Journal, and the XM Professionals Network, new research shows that the XM profession is thriving.

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