Experience Matters Blog
Research Recap: Best Practices Across the Disrupt Competency
Disrupt is one of the six XM Competencies organizations must build to master the discipline of XM. This blog post shares key findings and examples from the report, "Best Practices Across the Disrupt Competency."
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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.
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How to Use the XM Institute Website
This website houses almost 500 individual pieces of content. So to help people navigate the site more effectively, this blog post breaks down each of the different resource types and highlights popular examples for each one.
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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.
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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.
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4 Ways to Modernize Your X-Data Systems
How can you modernize your experience data? By making them operate more like operational data. In this post, we share four characteristics of how organizations measure, manage, and consume O-data that you can apply to mature your X-data systems.
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What’s the Right Mix of O-Data and X-Data?
Blending operational data and experience data is fundamental to successful XM. Start by understanding which data to focus on. In this post, we outline how to identify the right data with both an analytics-driven and business-driven approach.
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XM Competency: Leading a Multi-Year Transformation
For XM to succeed, organizations must maintain a systematic focus on making changes over multiple years. This post examines the 3 XM Skills an organization must build to master the LEAD Competency: Strategy, Program Roadmap, and Governance.
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Are Your Experience Management Efforts Outdated? Modernize Them!
Most organizations are very early on their journey towards fully adopting experience management. In this blog post, we provide examples of how you can modernize your efforts to capture the transformational potential of XM.
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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.
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