Experience Matters Blog
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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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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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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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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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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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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How Do You Explain Experience Management to Senior Executives?
Learn how to engage senior executives in a dialogue around how Experience Management (XM) can help them. The post describes five steps: Setup, Inspire, Reinforce, Elaborate, and Nurture. See how XM Institute content can support the discussion.
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Introducing the XM Professional (XMP) Certification
This post announces the XM Professional (XMP) Certification, the premier credential recognizing expertise in experience management (XM).
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Goodbye Static Brands. Introducing Modern Brand Experience Management
Maintaining a strategic focus on a brand’s promise is more important than ever. In this post, we describe how organizations can rapidly adapt and bring brand promises to life in every interaction with a modern brand experience management.
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