Experience Matters Blog

February 7, 2024

The Evolution to Modern Experience Management

Experience Management (XM) is evolving from Passive Market Research to Embedded Human Empathy. This post explores the future of XM and explains how to build the 3 capabilities of a Modern XM program that is capable of transforming your business.

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February 1, 2024

$3.7 Trillion of 2024 Global Sales are at Risk Due to Bad Customer Experiences

Using data from over 28,000 consumers and the World Bank, we calculate the global sales at risk due to bad experiences.

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January 11, 2024

The State of CX in the Retail Banking Industry

In this blog post, we share data and trends on the state of customer experience in the banking industry according to 10,000 US consumers and industry experts.

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January 10, 2024

Examining 12 Years of Consumer Trust Ratings

XM Institute has measured trust for more than a decade. Results show that groceries are the most trusted, TV/internet service providers are the least trusted, and the federal government improved the most. Also, older consumers are more trusting.

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January 10, 2024

Introducing 2024, The Year of Trust

We believe that building trust will be essential in 2024. Join us as we explore this topic throughout the year and raise trust around the world.

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November 29, 2023

Continuously Manage XM Value with the Realize Competency

To secure organizational attention and resources, XM teams need to track, manage, and communicate the business value of their efforts. This blog explores how you can demonstrate the value of your XM activities by mastering the Realize Competency.

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October 30, 2023

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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September 26, 2023

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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September 8, 2023

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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August 4, 2023

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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