Experience Matters Blog
Customer Experience Hits and Misses on CX Day
To celebrate CX Day, community members of the XM Professionals Network share their customer experience hits and misses.
Read More
Bad Customer Experience Puts $4.7 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 $4.7 trillion sales at risk every year. This includes $1.7 trillion where consumers completely stopped spending with a company.
Read More
It’s Time to Fix Five Common Broken Experiences
Across industries and countries, organizations make a set of common mistakes in both customer experience (CX) and employee experience (EX). Read how to fix these five broken experiences: “No,” Waiting, Onboarding, Decision, and Transition.
Read More
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.
Read More
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.
Read More
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.
Read More
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."
Read More
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.
Read More
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.
Read More
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.
Read More