Experience Matters Blog
Five Shifts for Building a Dynamic, Always-On Relationship Program
To meet the needs of modern customers, organizations need to update their relationship programs. In this post, we explore how organizations can build a dynamic, always-on relationship program by making five key shifts to their existing program.
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Examining Digital Preferences Across 18 Countries
We surveyed nearly 18,000 consumers across 18 countries to understand how they prefer to complete 8 common interactions. Thailand, India, and Hong Kong consumers are the most digital-minded, while people in Spain and the Philippines are the least.
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Is NPS a Good Global CX Metric?
Net Promoter Score is a very popular customer experience metric, but it can not be treated the same way around the world. A global study of 18 countries shows large variations in how consumers respond to the NPS question.
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Research Recap: Five Phases for Creating Powerful Personas
Personas allow organizations to understand and design for specific target audiences. This blog post shares key findings and examples from the report, "Five Phases for Creating Powerful Personas."
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Four Categories of CX and EX Alignment
A natural step in the progression toward becoming an XM organization is better aligning employee and customer experience efforts. In this piece, we present 4 categories of EX and CX alignment to help companies accelerate toward EX+CX instrumentation.
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How to Find and Fight Bias in Your X-Data
Bias in X-data collection can be a barrier to metrics communicating the information they’re meant to represent and cause poor decisions and behaviors. In this blog post, we present three practices for identifying and eliminating bias in X-data.
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Global Consumer Study On Experience, Loyalty, and COVID
To understand current consumer behaviors and attitudes, we asked over 17,000 consumers from 18 countries around the world about their experiences. In this post, we provide an overview of the study and share interesting findings.
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Driving Action From Journey Maps
Journey mapping is a popular XM activity, yet these efforts often fail to make a substantive impact on customer or employee experiences. In this blog post, we explore the 5 categories for using journey mapping insights to drive action.
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It’s Time to Update Your Relationship Measurement Program
Despite being central to CX efforts, most organizations’ relationship measurement programs remain outdated. In this blog post, we explore the 4 capabilities organizations must develop to update their relationship management systems.
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Four XM Practices That Can Propel the Candidate Experience
The candidate experience is a complex journey that sits at the intersection of an organization’s brand, customer, and employee experiences. The discipline of XM offers capabilities that organizations can leverage to master the candidate experience.
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