Experience Matters Blog
2.5 Billion Employees Aren’t Trying Their Hardest
We analyzed 29 countries and found that 2.5 billion employees around the world would work harder if their employer treated them better. We also found that 63% of employees think their employers need to do a better job of listening...
Read More
Accelerate B2B CX Programs with Robust Governance, Listening Portfolios, and Engaged Employees
In this post, we examine the current state of B2B CX program maturity, which is (slowly) improving. To help B2B firms accelerate their CX efforts, we identify 3 categories of activities they should focus on, with specific recommendations under each.
Read More
Introducing 2023, The Year of Empathy
With all of the turmoil around the world, XM Institute is labeling 2023, “The Year of Empathy.” This post provides four practices to help Experience Management professionals and other leaders raise the level of empathy globally.
Read More
Bad Customer Experience Puts $3.1 Trillion in Global Consumer Sales at Risk
Based on a global consumer study, we estimate that companies that deliver very bad customer experiences are putting $3.1 trillion in sales at risk every year. This includes $1 trillion where consumers completely stopped spending with a company.
Read More
Lessons From a B2B CX Leader on How to Build a Customer-Centric Culture
In this business-to-business (B2B) example, a customer experience (CX) leader built a customer-centric culture by focusing on how customers interact, making experiences understandable to stakeholders, and securing executive endorsements.
Read More
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.
Read More
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.
Read More
Experience Management Leaders’ Stock Price Outperformed Peers Through COVID
We examined stock price changes during the COVID period of 2020 and 2021 and found that Experience Management (XM) leaders dramatically outperformed XM laggards during that period. That’s because XM provides agility to sense and respond to change.
Read More
The ABCs of Employee Experience Action Planning and Six Roadblocks to Avoid
Activating frontline leaders to take action on experience insights is hard work. We offer a simple ABC framework to help managers respond in a way that is action-oriented, business-relevant, and conversation-based.
Read More
Conversational Analytics Are Transforming Contact Centers
Contact centers rely on a sample of interactions for customer experience metrics and agent coaching. Conversational analytics will transform their operations by enabling companies to immediately act on insights from every interaction.
Read More