Experience Matters Blog

August 17, 2020

Are Your Experience Management Efforts Outdated? Modernize Them!

Most organizations are very early on their journey towards fully adopting experience management. In this blog post, we provide examples of how you can modernize your efforts to capture the transformational potential of XM.

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May 4, 2020

Three Phases for Heading Back to Business

How can organizations balance essential new safety-oriented behaviors with the desire to return to old ways? This blog post covers the three phases organizations should plan for as they head back to business: Explore, Reorient, and Normalize.

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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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January 6, 2020

Six Types of Experience Data (X-Data)

One of the key building blocks of Experience Management is experience data (X-data,) which helps establish an understanding of how people think, feel, and behave. This blog post describes the six different types of X-data a company should collect.

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May 13, 2019

Six Categories of X&O Data Insights

How can organizations bring X- and O-data together to unlock new levels of intelligence? This blog post describes 6 categories of use cases for when businesses should think about combining X- and O-data to generate richer insights and understanding.

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March 20, 2019

The Human Experience Cycle

To design better experiences, organizations need to understand how people flow through their experiences. This blog post introduces a simplified view of how people process their experiences using a model called "The Human Experience Cycle."

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January 7, 2019

The Inextricable Link Between CX & EX

It is impossible for an organization to consistently deliver great customer experience with apathetic or disengaged employees. This blog post examines the data we’ve collected to understand the connection between customer and employee experience.

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