Experience Matters Blog
Let’s Make GRATITUDE Go Viral
Gratitude is a critical element for human well-being, organizational success, and societal harmony. XM Professionals Network is focusing on this topic during November to help overcome negativity around the world. #PowerOfGratitude
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Using Journey Maps to Define Listening Posts
Journey maps allow you to connect the most important journeys for any type of experience. Even a basic map can be used to architect a more effective listening program. Starting mapping with the four W's: Why, When, Who, and What.
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African Americans Have Lower Well-Being, and Employers Make it Worse During COVID
This blog post looks at data from our consumer studies which shows that African Americans' overall well-being declined dramatically in 2020. It also shows that they are less satisfied with their employers' response to COVID compared to other groups.
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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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Use the Human Conversational Model to Create Engaging Contact Center Interactions
Human beings naturally bond with one another through conversations. This blog post explores how organizations can deepen their relationships with customers by designing contact center interactions that mirror key elements of everyday conversations.
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Consumers’ Online and In-Person Plans as the U.S. Heads Back to Business
As COVID restrictions are loosening and business begin reopening in the U.S., we sought to understand people’s current mindsets by asking 10,000 U.S. consumers questions about their attitudes and activities. This blog post summarizes our findings.
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Largest Drop In U.S. Well-Being Since 2012 Hits Females Hardest
XM Institute’s U.S. well-being index sees its most significant drop since tracking started in 2012. The largest decline occurred amongst older females, who feel much less financially secure.
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How to Provide Certainty Even During Times of Uncertainty
In times of crisis and uncertainty, human beings - including employees and customers - actively seek out certainty and stability. This blog post covers the three simple steps leaders can take to break the chain of uncertainty.
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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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XM Fireside Chat: Healthcare Experience with Bruce Temkin and Susan Haufe
The current pandemic is challenging the very structure of our healthcare system. In this fireside chat, Susan Haufe joins Bruce Temkin to discuss XM in the healthcare industry and the state of healthcare experience in the current environment.
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