Experience Matters Blog

February 7, 2024

The Evolution to Modern Experience Management

Experience Management (XM) is evolving from Passive Market Research to Embedded Human Empathy. This post explores the future of XM and explains how to build the 3 capabilities of a Modern XM program that is capable of transforming your business.

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February 5, 2024

Announcing the Updated XM Fundamentals Certification

XM Institute announces our updated XMF certification, now available to learners on XM Basecamp and edX.

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February 1, 2024

$3.7 Trillion of 2024 Global Sales are at Risk Due to Bad Customer Experiences

Using data from over 28,000 consumers and the World Bank, we calculate the global sales at risk due to bad experiences.

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January 11, 2024

The State of CX in the Retail Banking Industry

In this blog post, we share data and trends on the state of customer experience in the banking industry according to 10,000 US consumers and industry experts.

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January 10, 2024

Examining 12 Years of Consumer Trust Ratings

XM Institute has measured trust for more than a decade. Results show that groceries are the most trusted, TV/internet service providers are the least trusted, and the federal government improved the most. Also, older consumers are more trusting.

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January 9, 2024

2023: Year in Review (From XM Institute Faculty)

XM Institute’s faculty look back at 2023 and share some of the key themes, trends, and challenges they observed over the last year, along with looming challenges and predictions for 2024. They also share reflections on the Year of Empathy.

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November 29, 2023

Continuously Manage XM Value with the Realize Competency

To secure organizational attention and resources, XM teams need to track, manage, and communicate the business value of their efforts. This blog explores how you can demonstrate the value of your XM activities by mastering the Realize Competency.

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October 30, 2023

The State of CX in the Health Insurance Industry, 2023

In this blog post, we share data and trends on the state of customer experience in the health insurance industry according to 10,000 US consumers and industry experts.

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October 16, 2023

Best of XM Institute Content: Q3 2023

In this blog post, we look back at the most popular pieces of content XM Institute published in Q3 of 2023.

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October 2, 2023

10 Lessons Learned from 1,000 Value Assessments

XM professionals often struggle to calculate and communicate the value of XM initiatives. In this post, the head of Qualtrics Center of Value shares his top lessons from years of helping XM teams quantify and demonstrate the value of experiences.

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