Experience Matters Blog

January 21, 2021

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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January 19, 2021

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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January 14, 2021

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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January 12, 2021

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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January 5, 2021

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 Follow our three recommendations to break outdated XM habits.

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December 21, 2020

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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December 10, 2020

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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December 7, 2020

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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December 3, 2020

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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November 19, 2020

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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