Experience Matters Blog

December 14, 2021

Introducing 2022, The Year of Agility

In 2022, companies must prepare for an unpredictable environment, which is why we’re calling it “The Year of Agility.” To thrive in this environment, tap into Experience Management (XM) capabilities.

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October 13, 2021

Which Employees Are Looking For A New Job?

People talk about “The Great Resignation,” but who’s actually looking for a new job? XM Institute data shows that B2B sales reps, executives, medical professionals, and factory workers have increased their job searching the most.

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May 5, 2021

Global Consumer Study On Experience, Loyalty, and COVID

To understand current consumer behaviors and attitudes, we asked over 17,000 consumers from 18 countries around the world about their experiences. In this post, we provide an overview of the study and share interesting findings.

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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 Follow our three recommendations to break outdated XM habits.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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