Experience Matters Blog

July 8, 2021

XM Institute’s Anniversary and the State of the XM Profession

One year after XM Institute launched XMInstitute.com with the world’s most robust Experience Management (XM) library, the monthly XM Journal, and the XM Professionals Network, new research shows that the XM profession is thriving.

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July 7, 2021

Best of XM Institute Content: Q2 2021

In this blog post, we look back at the most popular pieces of content XM Institute published in Q2 of 2021.

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May 25, 2021

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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May 11, 2021

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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May 6, 2021

How to Find and Fight Bias in Your X-Data

Bias in X-data collection can be a barrier to metrics communicating the information they’re meant to represent and cause poor decisions and behaviors. In this blog post, we present three practices for identifying and eliminating bias in X-data.

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April 27, 2021

How Do You Explain Experience Management to Senior Executives?

Learn how to engage senior executives in a dialogue around how Experience Management (XM) can help them. The post describes five steps: Setup, Inspire, Reinforce, Elaborate, and Nurture. See how XM Institute content can support the discussion.

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April 22, 2021

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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April 20, 2021

Five Elements of Successful XM Ambassador Programs

A key element of XM governance is a network of internal advocates who work with the XM core team to evangelize XM and build critical grassroots support. We share how to harness these benefits by building a successful Ambassador program.

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April 13, 2021

Best of XM Institute Content: Q1 2021

In this blog post, we look back at the most popular pieces of content XM Institute published in Q1 of 2021.

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April 6, 2021

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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