Experience Matters Blog

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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March 25, 2021

Five Application Areas for Digital XM

Digital XM has become an essential part of any XM effort. This blog post explores 5 core Digital XM application areas organizations should focus on to improve both the digital and overall experience they deliver to customers and employees.

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March 16, 2021

Four Recommendations for a More Experience-Centric Culture

An organization’s progression toward becoming XM-centric is both enabled and hindered by its culture. This article presents simple and practical tips for XM professionals to navigate the culture they are operating within.

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February 23, 2021

Introducing the XM Professional (XMP) Certification

This post announces the XM Professional (XMP) Certification, the premier credential recognizing expertise in experience management (XM).

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February 11, 2021

What Do Job Candidates Really Want? Good Managers!

In a recent study of over 10,000 Americans, we found that people prioritize good managers and social aspects of work over other common job characteristics when choosing between two potential jobs.

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February 9, 2021

Research Recap: Best Practices for Designing Survey Questions

Bad surveys will not produce reliable or valid insights. This blog post shares key findings and examples from the report, "Best Practices for Designing Survey Questions."

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