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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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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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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December 9, 2022

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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August 11, 2022

Commentary On XM Institute Business Resilience Report, Q3 2022

Resilient organizations need to build strong human connections with all stakeholders. To measure this connection, Qualtrics XM Institute launched the Business Resilience Index that examines customer, employee, brand, and product experience.

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May 12, 2022

Conversational Analytics Are Transforming Contact Centers

Contact centers rely on a sample of interactions for customer experience metrics and agent coaching. Conversational analytics will transform their operations by enabling companies to immediately act on insights from every interaction.

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March 15, 2022

Build Four Action Loops to Respond to Insights

Experience management programs traditionally focus on inner loop and outer loop responses. However, modern XM efforts need to build four action loops: Immediate Response, Continuous Improvement, Process Integration, and Strategic Decision-Making.

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December 14, 2021

Introducing 2022, The Year of Agility

In 2022, companies must prepare for an unpredictable environment, which is why we’re calling it “The Year of Agility.” To thrive in this environment, tap into Experience Management (XM) capabilities.

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