Experience Matters Blog

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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January 10, 2022

The Top XM Institute Content of 2021

To celebrate the end of 2021, we are highlighting our top 21 pieces of content from the last year.

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December 14, 2021

Introducing 2022, The Year of Agility

In 2022, companies must prepare for an unpredictable environment, which is why we’re calling it “The Year of Agility.” To thrive in this environment, tap into Experience Management (XM) capabilities.

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October 28, 2021

The Five Essential Elements of CX Program Governance

Organizations do not become customer-centric overnight. To coordinate all the efforts that catalyze CX-centric change, organizations need a strong governance model. In this post, we explore the five key elements of CX program governance.

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October 26, 2021

Looking to Improve Your Response Rates? Use These Four Levers

Response rates are contextual, meaning there’s no one-size-fits-all answer to the question of what makes a “good” rate for a CX survey. However, there are four universal levers you can use to boost your response rates: Mode, Sample, Design, and...

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