Head of XM Institute - Qualtrics
When it comes to meeting the wants and needs of customers and employees, there’s an astounding disparity between how well companies think they perform and how well they actually do. We call this the ‘experience gap’.
To evaluate the current global state of Experience Management (XM), the XM Institute surveyed more than 1,200 executives from Australia, Canada, Germany, Japan, the UK, and the U.S. We found that although executives around the world regard XM as important – which is not surprising given its correlation with sales growth and profitability – the degree to which they focus on XM varies between countries.
See the results and how some of the executives expect to use customer and employee feedback in the coming year, as well as what obstacles are impeding their path to XM success.
The full Global State of Experience Management Report can be downloaded here.