2022 U.S. Net Promoter Score Drops from 2021 Recovery
Qualtrics XM Institute tracks Net Promoter Scores (NPS) in the U.S. across almost two dozen industries each year. We examined this year’s scores and compared them to last year’s. This year’s dat...
By Moira Dorsey, Talia Quaadgras
Tips for Frontline CX Training Program Success
Raising the capability of your frontline teams is usually one of the first large-scale interventions a CX Practitioner will want to make. Designing and developing an effective training program that wi...
By James Scutt
Examining Gender and Race Gaps Across Employee Experience and New Job Preferences
XM Institute recently published the Business Resilience Index (BRI), which tracks the human-side of businesses by examining how people feel about the U.S. companies they interact with, as prospects, c...
By Bruce Temkin, Cecelia Herbert
Key Elements to Ensure In-Store Teams Support Your Organization’s Listening Program
When building an in-store customer feedback program, I’ve learned a valuable lesson: intended use does not always translate into actual use. In-store teams often make their own changes to these cent...
By James Scutt
Five Lessons Learned About Pivoting In-Store CX During Times of Uncertainty
The last couple of years has taught us a lot about responding to change during periods of disruption, especially when it comes to front-line customer experience (CX). Although CX is often viewed as ...
By James Scutt
Lessons From a B2B CX Leader on How to Build a Customer-Centric Culture
We recently spoke with the head of customer experience (CX) at a large industrial manufacturer. This $25B+ business-to-business (B2B) company had a long history of being very product-focused, but the ...
By Bruce Temkin
Six Analytical Pathways That Link Employee and Customer Experience
Most leaders intuitively understand what XM Institute has labeled the employee engagement virtuous cycle, which describes a strong link between customer experience (CX) and employee experience (EX). T...
By Bruce Temkin, Cecelia Herbert
The Three Core Functions of a CX Center of Excellence
Organizations looking to mature their customer experience (CX) programs often establish a CX Center of Excellence (CoE). Since we’ve been hearing a lot of questions about the topic, we decided to pr...
By Bruce Temkin, Greg Chase, Isabelle Zdatny
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