Experience Matters Blog
Metrics: Recipes for Proving ROI and Elevating XM
The potential value of experience management (XM) is well-known, but insufficient funding remains a top obstacle to XM success. This article explores how to align the right metrics in the right combinations to win investments required for XM success.
Read More
Three XM Practices That Should Differ Between EX and CX
Employee experience (EX) professionals can learn much from their customer experience (CX) counterparts. But there are some cases where best practices do meaningfully differ. This article explores three such situations.
Read More
Survival Requires Adaptability. Supermarkets Lead and Government Lags
XM Institute analyzed data from 10,000 U.S. consumers to understand if organizations are adapting to their needs. Supermarkets are the best, while federal government is the worst. Experience Management (XM) is the key to survival as COVID subsides.
Read More
Four XM Practices for Digitizing the Employee Experience
Organizations and employees see value in the digital workplace. Digital experiences help to reduce effort and redirect employees’ time to critical work. This article presents four XM practices that will help EX leaders instrument a more digital EX.
Read More
Three CX Measurement Principles That Can Help Propel EX
While there are important differences between the relationship employees and customers have with organizations, there are far more similarities. This article presents 3 specific CX measurement principles that will propel EX measurement efforts.
Read More
Using Journey Maps to Define Listening Posts
Journey maps allow you to connect the most important journeys for any type of experience. Even a basic map can be used to architect a more effective listening program. Starting mapping with the four W's: Why, When, Who, and What.
Read More
Three CX Principles That Can Help Propel EX
HR professionals looking to a more consumer-like approach to designing and delivering experiences for employees can learn a lot from customer experience. In this post, we share three CX principles that you can adopt to propel EX management.
Read More
The Five Questions of Journey-Centric Thinking
While journey maps can provide incredible value, it’s not practical to map all potential journeys. To enjoy the benefits of a journey map without all the work, train people to consistently ask and answer the 5 questions of Journey-Centric Thinking.
Read More
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.
Read More
Yes, It’s Time to Get Rid of Old School Employee Surveys
Intention is everything when it comes to creating effective employee listening. Is your organization designing its approach to "check the box" or to trigger thoughtful action? In this blog post, learn three ways to modernize your EX measurement.
Read More