Experience Matters Blog

March 5, 2019

The Evolving Role of CX (& XM) Leaders

CX and XM leaders need to think differently about their roles as they push organizations to even higher levels of maturity. This blog post looks at how their role should change from "doing" to "nurturing" as the company moves up...

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March 11, 2019

Debriefing My Qualtrics X4 Experience

In this blog post, Bruce Temkin debriefs his top moments from the 2019 Qualtrics X4 Summit, including his favorite speakers and new product offerings.

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March 13, 2019

Tapping into the Power of Experience Management

The environment in which organizations operate is rapidly changing. This blog post explores fundamental XM concepts and frameworks and makes the case for why XM is becoming increasingly essential to business success.

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March 20, 2019

The Human Experience Cycle

To design better experiences, organizations need to understand how people flow through their experiences. This blog post introduces a simplified view of how people process their experiences using a model called "The Human Experience Cycle."

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March 22, 2019

Complexity Is an Experience Killer

Organizations have a natural tendency to create complexity by adding rules and processes on top of other rules and processes. This blog post discusses the value of simplification for driving better experiences.

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April 22, 2019

CX to XM: Propelling Humanity & Intelligence

CX combined an intensified understanding of how people think and feel with improved ability to uncover and act on those insights. This blog post looks at how XM takes lessons from CX and applies them to the experiences of employees,...

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May 13, 2019

Six Categories of X&O Data Insights

How can organizations bring X- and O-data together to unlock new levels of intelligence? This blog post describes 6 categories of use cases for when businesses should think about combining X- and O-data to generate richer insights and understanding.

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May 29, 2019

Is NPS a Dubious Fad?

Is Net Promoter Score (NPS) a great CX metric or a terrible CX metric? This blog post examines this contentious measurement and why how organizations use it to drive action is far, far more important than the metric itself.

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June 4, 2019

Stop Obsessing About Organizational Alignment

How do you align people across a large, complex organization? This blog post introduces the idea of Agile Alignment where, instead of trying to align everyone before you begin a project, you build alignment over time in an iterative manner.

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June 6, 2019

Service NSW Tops My Worldwide XM Tour

In this blog post, Bruce Temkin shares his thoughts and insights about the global state of Experience Management based on his recent international speaking tour.

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