Experience Matters Blog
NPS Approaches Pre-Covid Rates
We share how NPS has changed across 20+ industries over 5 years, from 2019 to 2024, according to 10,000 US consumers.
Read MoreIntroducing 2025, The Year of Connection
We believe that building connections will be essential in 2025. Join us as we explore how to create Strategic, Operational, and Human Connections throughout the year!
Read MoreThe Five Levels of Technology Maturity for XM Programs
An XM Platform is a mission-critical technology to help organization’s navigate today’s challenging business environment. Here we explore how its capabilities evolve over time, progressing through five levels of Technology Maturity for an XM Program
Read MoreThe Technological Capabilities that Power an XM Platform
An XM Platform is a mission-critical technology to help organization’s navigate today’s challenging business environment. Here we explore the core capabilities and features an XM Platform needs to effectively scale and enable its XM practices.
Read MoreIntroducing the Four Technology Pillars of an Effective XM Platform
An XM Platform is a mission-critical technology to help organization’s navigate today’s challenging business environment. In this article, we introduce the four pillars of an effective XM Platform: Listening, Understand, Act, and Operate.
Read MoreBuilding an Ethical and Effective Passive Employee Listening Program
This post shares how employees feel about different passive listening methods and advice for organizations looking to use them.
Read MoreXM Discussions: How the National Library of Medicine Uses Experimentation to Explore AI Applications
We examine NLM’s approach to AI, particularly how it has incentivized a culture of experimentation, where people test out AI solutions to uncover opportunities for accelerating and scaling their activities.
Read MoreExploring Success, Effort, and Emotion for 23 Industries (2019-2023)
US consumers evaluate three dimensions of customer experience: success, effort, and emotion, across organizations in 23 industries from 2019 - 2023.
Read MoreGetting Started: Integrating Digital into Your CX Efforts
To succeed in our digital-first era, CX programs must incorporate digital technologies, strategies, and capabilities into their CX efforts. Here we break down the 5 steps for getting started and share examples of CX-digital partnership opportunities.
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