Experience Matters Blog

May 12, 2022

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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May 6, 2022

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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April 19, 2022

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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April 11, 2022

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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March 28, 2022

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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March 22, 2022

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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March 15, 2022

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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March 11, 2022

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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February 23, 2022

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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January 27, 2022

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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