Experience Matters Blog

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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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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November 4, 2019

Discussing the Experience Economy with Joe Pine

Joe Pine – the author of the foundational book "The Experience Economy" – joins Bruce Temkin to discuss current trends in XM and how the Experience Economy has shifted since he first introduced it over 20 years ago.

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August 23, 2007

Don’t Let Profits Replace Purpose

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October 29, 2020

Drive Change Top-Down and Bottom-Up… with Middle Managers!

To drive Experience Management (XM) transformation, organizations need to combine top-down leadership activities with bottom-up grassroots behavior changes. But that’s not enough. Successful change efforts require activating middle managers.

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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 15, 2020

Effective Communication: A Critical Skill to Propel XM Success

How can organizations cut through the noise to reach employees with essential information? This blog post dives into the XM Skill of Ecosystem Communications, which is about informing people of the value and progress of ongoing XM efforts.

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October 21, 2019

Expansion of Experience Management and XM Professionals

This blog post looks at how organizations can embed Experience Management as an organizational discipline by expanding their efforts along two dimensions (maturity and diffusion) and by investing in XM professionals.

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April 1, 2020

Experience Management in a Crisis: Shift from Trending to Sensing

How can Experience Management help organizations navigate the current dynamic environment? This blog post explores five key pieces of advice for being an effective leader through a recession and 10 questions to ask yourself to re-orient your XM program.

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June 17, 2007

Experience-Based Differentiation

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