Experience Matters Blog
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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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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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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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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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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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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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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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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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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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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