Experience Matters Blog
NPS Approaches Pre-Covid Rates
We share how NPS has changed across 20+ industries over 5 years, from 2019 to 2024, according to 10,000 US consumers.
Read MoreIntroducing 2025, The Year of Connection
We believe that building connections will be essential in 2025. Join us as we explore how to create Strategic, Operational, and Human Connections throughout the year!
Read More$3.8 Trillion of Global Sales are at Risk Due to Bad Customer Experiences in 2025
We estimate sales at risk globally based on how consumers cut spending after bad experiences and world consumer spending data.
Read MoreThe Five Levels of Technology Maturity for XM Programs
An XM Platform is a mission-critical technology to help organization’s navigate today’s challenging business environment. Here we explore how its capabilities evolve over time, progressing through five levels of Technology Maturity for an XM Program
Read MoreThe Technological Capabilities that Power an XM Platform
An XM Platform is a mission-critical technology to help organization’s navigate today’s challenging business environment. Here we explore the core capabilities and features an XM Platform needs to effectively scale and enable its XM practices.
Read MoreIntroducing the Four Technology Pillars of an Effective XM Platform
An XM Platform is a mission-critical technology to help organization’s navigate today’s challenging business environment. In this article, we introduce the four pillars of an effective XM Platform: Listening, Understand, Act, and Operate.
Read MoreXM Discussions: How the National Library of Medicine Uses Experimentation to Explore AI Applications
We examine NLM’s approach to AI, particularly how it has incentivized a culture of experimentation, where people test out AI solutions to uncover opportunities for accelerating and scaling their activities.
Read MoreExploring Success, Effort, and Emotion for 23 Industries (2019-2023)
US consumers evaluate three dimensions of customer experience: success, effort, and emotion, across organizations in 23 industries from 2019 - 2023.
Read MoreNPS Starts to Stabilize in the Wake of the Pandemic
In this blog post, we examine the average Net Promoter Score (NPS) of 22 industries and compare these results to previous years. This data is based on our U.S. Consumer Study, where 10,000 respondents rate 351 organizations.
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