Experience Matters Blog

January 10, 2022

The Top XM Institute Content of 2021

To celebrate the end of 2021, we are highlighting our top 21 pieces of content from the last year.

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December 21, 2021

U.S. President Signs Executive Order On CX: Six Recommendations For Next Steps

President Biden signed an executive order (EO) on customer experience (CX). XM Institute applauds the EO and provides six recommendations about how federal government CX teams should capture the moment and accelerate their CX efforts.

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December 20, 2021

Seven Limitations of eNPS As an Employee Experience Metric

​Net Promoter® Score (NPS®) is a popular customer experience metric that is starting to be used for employee experience. While we like using CX practices in EX, Qualtrics XM Institute has identified seven severe limitations for using eNPS.

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December 14, 2021

Introducing 2022, The Year of Agility

In 2022, companies must prepare for an unpredictable environment, which is why we’re calling it “The Year of Agility.” To thrive in this environment, tap into Experience Management (XM) capabilities.

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December 13, 2021

Should You Tie Bonuses To Employee Experience Metrics?

Compensating managers and leaders for improvements in EX metrics may incentivise desired behaviors, but a poorly executed bonus program may result in rewarding the wrong behaviors and have an unintended negative impact. We provide tips on how to get this...

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December 10, 2021

Examining 10 Years Of Net Promoter Scores in the U.S.

Qualtrics XM Institute examined Net Promoter Scores in the U.S. over the past decade. Banks, wireless carriers, and retailers have been the most resilient, while consumer payments and rental cars have seen the largest drops in NPS.

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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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