Experience Matters Blog

November 5, 2020

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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October 13, 2020

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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June 9, 2020

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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June 4, 2020

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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June 3, 2020

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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May 27, 2020

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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May 18, 2020

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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May 6, 2020

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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April 14, 2020

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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March 30, 2020

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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