Experience Matters Blog

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.

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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.

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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.

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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.

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October 2, 2018

The Ultimate CX Infographic, 2018

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July 11, 2018

What is Net Promoter Score? (Video)

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May 24, 2018

Mastering Customer Experience Metrics (Infographic)

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January 18, 2018

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

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January 10, 2018

CX ROI: Better Customer Experience = More Recommendations

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December 18, 2017

CX ROI: Better Customer Experience = More Purchases

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