Experience Matters Blog
Three XM Recommendations for 2021: The Year of Positivity
XM Institute calls on Experience Management (XM) professionals to make 2021 the year of positivity. As we approach post-COVID normalcy, XM will be critical. Follow our three recommendations to break outdated XM habits.
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Seven Bold Experience Management Moves for 2021
During 2021, organizations will enter into what we call the “Reorient” phase of the recovery. Don’t try and re-establish your Experience Management programs. Instead, take seven bold moves to prepare for the future.
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Survival Requires Adaptability. Supermarkets Lead and Government Lags
XM Institute analyzed data from 10,000 U.S. consumers to understand if organizations are adapting to their needs. Supermarkets are the best, while federal government is the worst. Experience Management (XM) is the key to survival as COVID subsides.
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Net Promoter Score Collapses During Pandemic
The pandemic has taken a toll on U.S. consumers and businesses alike. This blog post looks at NPS for over 300 companies across 20 industries and compares how scores have dropped from May 2019 to 2020.
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Five XM Practices for Accelerating Your Digital Transformation
The pandemic has accelerated the already existing trend of companies investing heavily in improving their digital capabilities. This blog post introduces five emerging practices that are helping companies accelerate their digital transformations.
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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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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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Education and Healthcare Employees Are Most Impacted by Companies’ COVID Response
To understand the impact COVID is having on employees, we surveyed more than 5,000 US employees. This blog post highlights key findings from the study, including data about effectiveness rates, satisfaction levels, and quality of employer responses.
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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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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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