Experience Matters Blog
Five Tips for Using Our XM Maturity Assessments
Are you getting the most out of our XM maturity assessments? Follow these five tips on how to present assessments and results to successfully build alignment among stakeholders and demonstrate the value of XM.
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Research Recap: The XM Diffusion Cycle
How can organizations expand Experience Management beyond isolated use cases? By following the XM Diffusion Cycle. This blog post shares keys findings from the report, "The XM Diffusion Cycle," which provides best practices from research with nearly 50 organizations.
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Net Promoter Score Collapses During Pandemic
The pandemic has taken a toll on U.S. consumers and businesses alike. This blog post looks at NPS for over 300 companies across 20 industries and compares how scores have dropped from May 2019 to 2020.
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Consumers’ Online and In-Person Plans as the U.S. Heads Back to Business
As COVID restrictions are loosening and business begin reopening in the U.S., we sought to understand people’s current mindsets by asking 10,000 U.S. consumers questions about their attitudes and activities. This blog post summarizes our findings.
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How Do You Engage Employees? Adopt the Five I’s
How can XM programs trigger a “virtuous cycle” of engaged employees, good CX, and strong business results? This blog post looks at how companies can engage employees by focusing on the 5 I's: Inform, Inspire, Instruct, Involve, and Incent.
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Tapping into the Six Traits of Human Beings During a Crisis
How can organizations build deeper emotional ties with people during a crisis? This blog post describes how companies can address the shifting concerns of customers and employees by considering their needs across the Six Traits of Human Beings.
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XM Fireside Chat: Healthcare Experience with Bruce Temkin and Susan Haufe
The current pandemic is challenging the very structure of our healthcare system. In this fireside chat, Susan Haufe joins Bruce Temkin to discuss XM in the healthcare industry and the state of healthcare experience in the current environment.
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Adjusting Your CX Program to Deal with COVID-19
How should companies adjust their CX efforts during times of organizational crisis and change? This blog post covers 5 principles for making changes to your CX program and addresses common questions around this topic.
Read MoreXM Fireside Chat: XM Leadership with Bruce Temkin and Aimee Lucas
Leadership is a critical component for creating successful XM programs, which is why “Lead” is one of the six XM Competencies. In this fireside chat, Aimee Lucas joins Bruce Temkin to discuss leadership and driving XM-centric change.
Read MoreXM Fireside Chat: ROI of CX with Bruce Temkin and Moira Dorsey
Ensuring that your CX program delivers value is critical, which is why “Realize” is one of the six XM Competencies. In this fireside chat, Moira Dorsey joins Bruce Temkin to discuss the ROI of CX.
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