Experience Matters Blog

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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April 27, 2021

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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February 23, 2021

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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January 19, 2021

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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December 10, 2020

Metrics: Recipes for Proving ROI and Elevating XM

The potential value of experience management (XM) is well-known, but insufficient funding remains a top obstacle to XM success. This article explores how to align the right metrics in the right combinations to win investments required for XM success.

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November 18, 2020

Four XM Practices for Digitizing the Employee Experience

Organizations and employees see value in the digital workplace. Digital experiences help to reduce effort and redirect employees’ time to critical work. This article presents four XM practices that will help EX leaders instrument a more digital EX.

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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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