Experience Matters Blog

June 4, 2020

Five Leadership Principles for Truly Driving More Diversity and Inclusion

How can organizations become more inclusive and diverse? This blog post introduces five principles leaders can follow to attack ongoing company biases and enact meaningful changes. It also offers advice on how to raise our collective humanity.

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April 14, 2020

Tapping into the Six Traits of Human Beings During a Crisis

How can organizations build deeper emotional ties with people during a crisis? This blog post describes how companies can address the shifting concerns of customers and employees by considering their needs across the Six Traits of Human Beings.

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February 21, 2020

The Two Ultimate Questions for XM Metrics

Organizations often overly focus on a metric’s exact number rather than on using it to drive meaningful action. This blog post introduces the two questions senior leaders should constantly ask to drive the right behaviors from metrics.

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November 18, 2019

Stop Employees from Asking for Good Ratings

Gaming is a common problem. It happens when an organization puts too much emphasis on specific measurements — at the expense of the overall XM program. This blog post covers five rules to stop employees from gaming the system.

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August 21, 2019

The Purpose of a Corporation, Redefined

Almost 200 CEOs recently agreed to an updated definition of "the purpose of a corporation" to recognize their broader responsibilities to society. This blog post examines changing management viewpoints and how redefining "value" is key to success.

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August 5, 2019

Five Recommendations for De-Emphasizing Benchmarking

While benchmarking provides value, people often let it distract them from more important activities. This blog post has 5 recommendations for approaching benchmarking in a way that drives actionable insights instead of just competitive comparisons.

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July 9, 2019

New Research: Operationalizing XM

This blog post covers the foundational report, "Operationalizing XM," which outlines what the discipline of Experience Management is and introduces the XM Operating Framework, the 6 XM Competencies, and the 5 stages of XM maturity.

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July 2, 2019

Reflecting on 6 Principles of Success

In this blog post, Bruce Temkin looks back on the six principles that have helped him succeed: actively simplify, tell stories, embrace reality, have a point of view, be transparent, and care about people.

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June 4, 2019

Stop Obsessing About Organizational Alignment

How do you align people across a large, complex organization? This blog post introduces the idea of Agile Alignment where, instead of trying to align everyone before you begin a project, you build alignment over time in an iterative manner.

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December 10, 2018

CX Leaders’ Employees Feel Prouder & More Appreciated

This blog post examines data from a survey of 5,000+ US employees where we asked them to pick a word that best describes how their job makes them feel (e.g. proud, angry) and split up their responses based on the...

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