Experience Matters Blog

March 29, 2023

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

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March 28, 2023

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.

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March 6, 2023

Global Well-Being Declines from 2021

Consumers from 29 countries told us about their quality of life, which we tracked year-over-year.

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January 23, 2023

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.

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December 16, 2022

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.

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November 25, 2022

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.

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October 21, 2022

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.

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October 3, 2022

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.

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September 1, 2022

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.

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August 24, 2022

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.

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