Experience Matters Blog

July 11, 2022

Experience Management Leaders’ Stock Price Outperformed Peers Through COVID

We examined stock price changes during the COVID period of 2020 and 2021 and found that Experience Management (XM) leaders dramatically outperformed XM laggards during that period. That’s because XM provides agility to sense and respond to change.

Read More

September 3, 2021

Bad Customer Experience Puts $4.7 Trillion in Global Consumer Sales at Risk

Based on a global consumer study, we estimate that companies that deliver very bad customer experiences are putting $4.7 trillion sales at risk every year. This includes $1.7 trillion where consumers completely stopped spending with a company.

Read More

September 17, 2020

Research Recap: ROI of Customer Experience, 2020

This blog post shares key findings from “ROI of Customer Experience, 2020,” which examined feedback from 10,000 U.S. consumers to understand the strength of the relationship between customer experience and loyalty.

Read More

March 12, 2020

XM Fireside Chat: ROI of CX with Bruce Temkin and Moira Dorsey

Ensuring that your CX program delivers value is critical, which is why “Realize” is one of the six XM Competencies. In this fireside chat, Moira Dorsey joins Bruce Temkin to discuss the ROI of CX.

Read More

January 21, 2020

New Research Digs into Industries and Consumer Feedback Patterns

We surveyed 10,000 U.S. consumers about 300 companies across 20 industries. This blog post looks at some industry-specific findings from these studies, including data snapshots of 7 industries and customer feedback preferences across industries.

Read More

December 23, 2019

New Research Shows Strong ROI of CX

We surveyed 10,000 US consumers about 300 companies across 20 industries. This blog post explores the correlation between CX and the likelihood of customers to demonstrate five key loyalty behaviors and customer spending changes after bad experiences.

Read More

November 21, 2019

New Research: The Global State of XM

This blog post highlights key findings from our research into the current state of Experience Management around the world based on a study of 1,200 senior execs from six countries: Australia, Canada, Germany, Japan, the UK, and the US.

Read More

October 2, 2018

The Ultimate CX Infographic, 2018

Read More

May 24, 2018

Mastering Customer Experience Metrics (Infographic)

Read More

January 18, 2018

15 CX Factoids: Customer Experience Efforts & ROI (Infographic)

Read More