Experience Matters Blog
Introducing XM Masters Professional Development Training
XM Masters is the premier professional development training for Experience Management (XM) professionals. Join leading experts at XM Institute to develop the advanced skills and practices needed to transform experience-centric organizations
Read More
Four Principles for Action-Centric Dashboard Design
CX dashboards are a critical tool for driving customer-centric decisions, but many organizations today assemble the data haphazardly, making it hard for users to understand & act on. Here we introduce a new approach to designing action-centric dashboards.
Read More
Global Well-Being Declines from 2021
Consumers from 29 countries told us about their quality of life, which we tracked year-over-year.
Read More
2022 U.S. Well-Being Fluctuates Across Age, Gender, and Ethnicity
We share the state of US consumers' quality of life in 2022 by ethnicity, age, and gender based on our Well-Being Index (WBi), a measure of happiness, healthiness, and financial security.
Read More
Accelerate B2B CX Programs with Robust Governance, Listening Portfolios, and Engaged Employees
In this post, we examine the current state of B2B CX program maturity, which is (slowly) improving. To help B2B firms accelerate their CX efforts, we identify 3 categories of activities they should focus on, with specific recommendations under each.
Read More
Bad Customer Experience Puts $3.1 Trillion in Global Consumer Sales at Risk
Based on a global consumer study, we estimate that companies that deliver very bad customer experiences are putting $3.1 trillion in sales at risk every year. This includes $1 trillion where consumers completely stopped spending with a company.
Read More
2022 U.S. Net Promoter Score Drops from 2021 Recovery
From our latest US consumer study, XM Institute found that Net Promoter Score fell for most industries from 2021 to 2022.
Read More
Tips for Frontline CX Training Program Success
Designing effective training is crucial to the employee upskilling process. These essentials will bring empathy into your training, bring employees closer to customers and underpin program success.
Read More
Five Lessons Learned About Pivoting In-Store CX During Times of Uncertainty
Economic downturns cause heightened emotions, pressured budgets, and new customer behaviours. We share five lessons on how multi-site retail managers should adjust their customer experience agendas during disruptive times.
Read More
Lessons From a B2B CX Leader on How to Build a Customer-Centric Culture
In this business-to-business (B2B) example, a customer experience (CX) leader built a customer-centric culture by focusing on how customers interact, making experiences understandable to stakeholders, and securing executive endorsements.
Read More