Experience Matters Blog
Customer and Employee Trust Indices, 2025
Organizations, and especially businesses, that design experiences with trust in mind can differentiate themselves in a broader environment in which trust appears to be lacking. Build trust with customers and employees while the opportunity is available.
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The State of Customer Experience Across Federal and State Government Services
We examine CX trends across state and federal government services and offer recommendations to agencies on strengthening trust with communities.
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NPS Approaches Pre-Covid Rates
We share how NPS has changed across 20+ industries over 5 years, from 2019 to 2024, according to 10,000 US consumers.
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Introducing 2025, The Year of Connection
We believe that building connections will be essential in 2025. Join us as we explore how to create Strategic, Operational, and Human Connections throughout the year!
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The Top XM Institute Content of 2024
In this blog post, we look back at the most popular pieces of content XM Institute published in 2024.
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Employee Experiences in High-Performing Organizations
Qualtrics benchmark research shows that high performing organizations exceed global averages on employee strategic alignment, trust in leadership, personal agency and resilience as they adapt to change.
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$3.8 Trillion of Global Sales are at Risk Due to Bad Customer Experiences in 2025
We estimate sales at risk globally based on how consumers cut spending after bad experiences and world consumer spending data.
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Best of XM Institute Content: Q3 2024
In this blog post, we look back at the most popular pieces of content XM Institute published in Q3 of 2024.
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The Five Levels of Technology Maturity for XM Programs
An XM Platform is a mission-critical technology to help organization’s navigate today’s challenging business environment. Here we explore how its capabilities evolve over time, progressing through five levels of Technology Maturity for an XM Program
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The Technological Capabilities that Power an XM Platform
An XM Platform is a mission-critical technology to help organization’s navigate today’s challenging business environment. Here we explore the core capabilities and features an XM Platform needs to effectively scale and enable its XM practices.
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