Experience Matters Blog

August 18, 2022

Six Analytical Pathways That Link Employee and Customer Experience

There’s strong evidence that links customer experience (CX) and employee experience (EX). In this post, we identify six analytical pathways and best practices for connecting CX and EX to improve frontline operations.

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August 11, 2022

Commentary On XM Institute Business Resilience Report, Q3 2022

Resilient organizations need to build strong human connections with all stakeholders. To measure this connection, Qualtrics XM Institute launched the Business Resilience Index that examines customer, employee, brand, and product experience.

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July 27, 2022

Improving the Difficult Downsizing Experience

One of the measures that organizations may deploy when faced with uncertainty is downsizing, a difficult and emotionally taxing process that can have devastating impacts if not done properly. Here are some tips to ensure the most positive long-term outcomes.

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July 18, 2022

Best of XM Institute Content: Q2 2022

In this blog post, we look back at the most popular pieces of content XM Institute published in Q2 of 2022.

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May 6, 2022

Assessing Agility of Your Organization, Your XM Program, and Yourself

XM Institute labeled 2022 “The Year of Agility” and created a tool for assessing organizational, Experience Management, and personal agility.

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April 11, 2022

Best of XM Institute Content: Q1 2022

In this blog post, we look back at the most popular pieces of content XM Institute published in Q1 of 2022.

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March 28, 2022

U.S. Well-Being Increases for Everyone Except Hispanics

9,000 U.S. consumers told us about their happiness, health, and financial security.

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March 15, 2022

Build Four Action Loops to Respond to Insights

Experience management programs traditionally focus on inner loop and outer loop responses. However, modern XM efforts need to build four action loops: Immediate Response, Continuous Improvement, Process Integration, and Strategic Decision-Making.

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February 23, 2022

Celebrating One Year of XMP!

To celebrate the one-year anniversary of the XM Professional (XMP) Certification, we highlight four XMPs from around the world and share what their XMP means to them.

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January 26, 2022

Introducing XM Fundamentals (XMF) Certification, A Valuable Credential For Everyone

This post announces the XM Fundamentals (XMF) Certification, which covers the fundamental principles of XM and how to apply them to build and mature successful XM, CX, and EX programs.

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