Experience Matters Blog
Take Employee Listening to the Next Level with Unstructured Listening
Unstructured listening is a natural but underutilized compliment 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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Goodbye Static Brands. Introducing Modern Brand Experience Management
Maintaining a strategic focus on a brand’s promise is more important than ever. In this post, we describe how organizations can rapidly adapt and bring brand promises to life in every interaction with a modern brand experience management.
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What You Need to Know: Critical Areas of Expertise for XM Professionals
As the discipline of experience management (XM) becomes an integral part of organizations’ strategies, the importance of knowledgeable, skilled XM professionals also rises. We share the expertise and skills professionals need to effectively succeed.
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Introducing the SLICE-B Experience Review Methodology
Experiences are inherently personal. A SLICE-B Experience Review allows you to adopt the perspective of a target user and systematically evaluate a specific interaction, helping you identify and eliminate bad experiences.
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Three XM Recommendations for 2021: The Year of Positivity
XM Institute calls on Experience Management (XM) professionals to make 2021 the year of positivity. As we approach post-COVID normalcy, XM will be critical. Follow our three recommendations to break outdated XM habits.
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The Top XM Institute Content of 2020
One of XM Institute’s highlights of 2020 was the launch of our new website. To celebrate the end of the year, we are highlighting our top 20 pieces of content from this year.
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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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Seven Bold Experience Management Moves for 2021
During 2021, organizations will enter into what we call the “Reorient” phase of the recovery. Don’t try and re-establish your Experience Management programs. Instead, take seven bold moves to prepare for the future.
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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.
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How XM Evolves to a Federated Governance Model
As organizations mature and expand their XM efforts, their governance changes as well. We first explored what those changes look like in the report The Federated Customer Experience Model and it’s worth relooking at this through the lens of XM.
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