Experience Matters Blog

February 27, 2014

A Reminder About the Design of Little Things

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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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October 9, 2018

Baseball Fans Lean to the Right

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December 27, 2018

Closing and Welcoming the Year of Humanity

The XM Institute labeled 2018 as "The Year of Humanity." This blog post looks back on the content we published on the topic and revisits the three key mindsets individuals should focus on to promote our collective humanity.

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April 24, 2017

Consumer Emotions to Health Plans Differ Across Age Groups

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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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September 29, 2016

Customer Emotions (Joy, Anger, Sadness, and Fear) Affect Contact Center Interactions

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July 21, 2010

Customer Responses, from Angry to Adoring

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July 13, 2018

CX Leaders Demonstrate Higher Levels of Humanity

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November 9, 2017

Emotional Responses to Tech Support Differs Across Age Groups

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