Isabelle Zdatny

While artificial intelligence (AI) promises to reshape Experience Management (XM) efforts, turning its potential into reality remains a challenge for organizations, many of whom remain stuck in “pil...

By Isabelle Zdatny

Your Experience Management (XM) program has the potential to transform the way you do business. Learn how to mature your program, expand your capabilities, and increase the economic and strategic valu...

By Isabelle Zdatny, Juliana Holterhaus

Contact centers are the bastions of customer expectations and customer satisfaction. They thrive with the right tools but – as our 2025 Contact Center Trends research shows – only if those tools...

By Isabelle Zdatny, Leonie Brown

This is the third article in XM Institute’s series on XM Technology. In the first article, Introducing the Four Technology Pillars of an Effective XM Platform, we outlined the critical role an Ex...

By Cecelia Herbert, Isabelle Zdatny, Juliana Holterhaus

This is the second article in XM Institute’s series on XM Technology. In the first article, Introducing the Four Technology Pillars of an Effective XM Platform, we explored how Experience Managem...

By Cecelia Herbert, Isabelle Zdatny, Juliana Holterhaus

This is the first article in XM Institute’s series on XM Technology. In this post, we will be exploring how Experience Management (XM) can help organizations navigate today’s increasingly uncer...

By Cecelia Herbert, Isabelle Zdatny

Digital channels, such as websites and apps, have become one of – if not the – main interface between organizations and their customers. To succeed in this digital-first environment, customer expe...

By Isabelle Zdatny

Companies often struggle to decode customer feedback, which can make it challenging for leaders to take clear action. While Net Promoter Score® isn’t a quick fix, we’ve identified four key skills...

By Isabelle Zdatny

Building a successful customer experience (CX) program isn’t easy for any organization, however B2B (business-to-business) firms have a variety of extra complexities to contend with, including:  ...

By Isabelle Zdatny, Talia Quaadgras

In this XM Discussion, we’ll be talking about how healthcare organizations can improve patient experiences by focusing on building patient trust. Trust is absolutely foundational to all relationship...

By Isabelle Zdatny

Since OpenAI launched ChatGPT in late 2022, artificial intelligence (AI) has seemed to dominate nearly every single business discussion. And while AI does have the potential to revolutionize how organ...

By Isabelle Zdatny

Every year, as part of our annual US consumer study of 10,000 consumers, we ask respondents to evaluate their recent interactions with hundreds of organizations across 20+ industries across the three ...

By Isabelle Zdatny, Talia Quaadgras

Net Promoter Score(R) (NPS) is one of the most popular customer experience measurements, with 70% of CX programs using it as a core metric.1 So as part of our annual U.S. Consumer Study, we track the...

By Isabelle Zdatny, Talia Quaadgras

Experience Management (XM) professionals are excited about the future of the discipline, with nearly 80% of respondents saying they feel optimistic about the value of XM in 2024 and beyond. In this bl...

By Isabelle Zdatny, Talia Quaadgras

Digital channels have become one of – if not the – main interface between organizations and their customers. To succeed in this digital-first environment, customer experience (CX) programs must th...

By Isabelle Zdatny