Experience Matters Blog

January 5, 2021

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 Follow our three recommendations to break outdated XM habits.

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December 7, 2020

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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November 24, 2020

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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July 21, 2020

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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June 15, 2020

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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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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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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May 21, 2020

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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May 18, 2020

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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May 6, 2020

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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