Experience Matters Blog
The State of CX in the Health Insurance Industry, 2023
In this blog post, we share data and trends on the state of customer experience in the health insurance industry according to 10,000 US consumers and industry experts.
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Seven Types of Data for Modern XM Programs
Despite the explosion of available data, most CX and EX programs continue to rely only on survey-based feedback. This post describes the 7 types of data XM programs should collect and how they can start building a diverse listening portfolio.
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What Will Generative AI Mean for Your XM Efforts?
Generative AI will be transformational, despite its short-term overhyping. Experience Management professionals need to plan around its capabilities in data summarization, pattern recognition, content personalization, and conversational interfaces.
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How XM-Centric Is Your Culture? Assess It.
Culture is one of the 3 pillars of a successful XM program. This post introduces an assessment you can use to evaluate your performance across the 4 attributes of an XM-centric culture: Purpose-Led, Human-Centric, Change-Minded, & Evidence-Based.
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The Path to Building a Modern Digital CX Program
While many organizations have some basic Digital CX elements in place, these programs are not yet optimized for the Digital-first Business Era. In this post, we break down the path they should follow to modernize their Digital CX efforts.
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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...
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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.
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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.
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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.
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2022 U.S. Net Promoter Score Drops from 2021 Recovery
From our latest US consumer study, XM Institute found that Net Promoter Score fell for most industries from 2021 to 2022.
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