XM Knowledge Base
How video surveys help you understand customers
The competition in many industries is fierce. One way to stand out is by understanding your customer better than your competitors. That can be done by hearing from them - like literally hearing their ...
By Dave Carruthers
Business surveys - 16 free questionnaire templates you can download
Surveys can help with a whole range of business questions and challenges, from designing a new product to checking on employee engagement. Here’s a run-down of the power of the survey and which kind...
By Sarah Fisher
Look beyond mystery shopping to improve your customer experience
We’ve heard of them before, but what does a mystery shopper do and how can they drive customer experience improvements? What is a mystery shopper? A mystery shopper, or a secret shopper, is a pers...
By Meena Toor
Guest experience: Trends, tips & Best practices for 2022
The guest experience could be the difference between whether a guest returns or not. Explore the ways that organizations can use guest experience as a key factor of their success. What is guest exp...
By Meena Toor
5 predictions for government experience management in 2021
2021 promises to be a “takeoff year” for experience management (XM) in government. The events of the past 12 months have made obvious, sometimes painfully, the critical role people’s experience ...
By Sydney Heimbrock
How to design rating scale questions
We show you how to design and use rating scale questions in your survey, so you can get easy-to-interpret qualitative feedback data back. Designing rating scale questions can be tricky to use, but ...
By Will Webster
Understanding human behavior: The softer side of experience management
Discover why universal human behavior traits are key to a successful XM activation. Experience management (XM) is becoming increasingly vital to organizations’ long-term business success. Underst...
By Isabelle Zdatny
Experience management 101: The what, why, and how of XM
As the ever-increasing flow of information shifts power from organizations into the hands of individuals, businesses must reassess how they operate. They must continuously learn what customers, employ...
By Bruce Temkin
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