Experience Matters Blog
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."
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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.
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Driving Action From Journey Maps
Journey mapping is a popular XM activity, yet these efforts often fail to make a substantive impact on customer or employee experiences. In this blog post, we explore the 5 categories for using journey mapping insights to drive action.
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Four XM Practices That Can Propel the Candidate Experience
The candidate experience is a complex journey that sits at the intersection of an organization’s brand, customer, and employee experiences. The discipline of XM offers capabilities that organizations can leverage to master the candidate experience.
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Five Application Areas for Digital XM
Digital XM has become an essential part of any XM effort. This blog post explores 5 core Digital XM application areas organizations should focus on to improve both the digital and overall experience they deliver to customers and employees.
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Four Recommendations for a More Experience-Centric Culture
An organization’s progression toward becoming XM-centric is both enabled and hindered by its culture. This article presents simple and practical tips for XM professionals to navigate the culture they are operating within.
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What Do Job Candidates Really Want? Good Managers!
In a recent study of over 10,000 Americans, we found that people prioritize good managers and social aspects of work over other common job characteristics when choosing between two potential jobs.
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Research Recap: Best Practices for Designing Survey Questions
Bad surveys will not produce reliable or valid insights. This blog post shares key findings and examples from the report, "Best Practices for Designing Survey Questions."
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Take Employee Listening to the Next Level with Unstructured Listening
Unstructured listening is a natural but underutilized complement to structured surveys and questionnaires. It allows employees to take a proactive role in giving feedback, illuminates blindspots, and helps to close hidden experience gaps.
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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.
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