Experience Matters Blog
Getting Started: Integrating Digital into Your CX Efforts
To succeed in our digital-first era, CX programs must incorporate digital technologies, strategies, and capabilities into their CX efforts. Here we break down the 5 steps for getting started and share examples of CX-digital partnership opportunities.
Read MoreThe Evolution to Modern Experience Management
Experience Management (XM) is evolving from Passive Market Research to Embedded Human Empathy. This post explores the future of XM and explains how to build the 3 capabilities of a Modern XM program that is capable of transforming your business.
Read More$3.7 Trillion of 2024 Global Sales are at Risk Due to Bad Customer Experiences
Using data from over 28,000 consumers and the World Bank, we calculate the global sales at risk due to bad experiences.
Read MoreThe State of CX in the Retail Banking Industry
In this blog post, we share data and trends on the state of customer experience in the banking industry according to 10,000 US consumers and industry experts.
Read MoreExamining 12 Years of Consumer Trust Ratings
XM Institute has measured trust for more than a decade. Results show that groceries are the most trusted, TV/internet service providers are the least trusted, and the federal government improved the most. Also, older consumers are more trusting.
Read MoreIntroducing 2024, The Year of Trust
We believe that building trust will be essential in 2024. Join us as we explore this topic throughout the year and raise trust around the world.
Read MoreContinuously Manage XM Value with the Realize Competency
To secure organizational attention and resources, XM teams need to track, manage, and communicate the business value of their efforts. This blog explores how you can demonstrate the value of your XM activities by mastering the Realize Competency.
Read MoreThe State of CX in the Health Insurance Industry, 2023
In this blog post, we share data and trends on the state of customer experience in the health insurance industry according to 10,000 US consumers and industry experts.
Read MoreSeven Types of Data for Modern XM Programs
Despite the explosion of available data, most CX and EX programs continue to rely only on survey-based feedback. This post describes the 7 types of data XM programs should collect and how they can start building a diverse listening portfolio.
Read MoreWhat Will Generative AI Mean for Your XM Efforts?
Generative AI will be transformational, despite its short-term overhyping. Experience Management professionals need to plan around its capabilities in data summarization, pattern recognition, content personalization, and conversational interfaces.
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