Examining U.S. Optimism Across Gender and Age
For the first time, the XM Institute examined the optimism of the U.S. population. We analyzed responses from more than 9,000 U.S. consumers to develop the XM Institute Optimism Index. The Index is de...
By Bruce Temkin, Talia Quaadgras
U.S. Well-Being Increases for Everyone Except Hispanics
XM Institute has been tracking the sentiment of U.S. consumers as part of our ongoing consumer studies for more than a decade. To understand the overall quality of life of the U.S. population, we crea...
By Bruce Temkin, Talia Quaadgras
Five Steps for Building a Strong CX Metrics Program in Hospitality
Having designed and launched CX programs for several large hospitality organizations, I’ve witnessed a common misstep: adopting a one size fits all approach to customer metrics. When senior leaders ...
By Greg Chase
DX Metrics: Drive business impact by humanizing the digital experience
As businesses look to differentiate themselves, the digital experience is a key battleground where loyalty is won and lost. So it’s natural that more and more businesses are investing in maximizing ...
By LiLi Wong
Create More Actionable Insights With Employee Journey Analytics
From the moment employees consider joining your organization, right through to their exit, they encounter a myriad of impactful experiences. But organizations regularly fail to understand how all of t...
By Cecelia Herbert, Matt Evans
Introducing Discover — a powerful new set of products on the XM Platform
Today, we’re delighted to lift the lid on one of the most exciting updates to The Experience Management Platform™ in half a decade — a powerful new set of capabilities called Discover. Since ...
By Qualtrics
Employees Around the World Want to Be Listened to and Treated Better
In our latest global study, we asked more than 16,000 employees across 24 countries about their relationship with their primary employers. As part of that research, we examined whether or not those em...
By Bruce Temkin
What Employees Around the World Look for in a New Job
In a recent post, we examined the profile of more than 72 million U.S. employees who are likely to look for a new job. Rather than obsessing about “The Great Resignation,” we recommended focusing ...
By Bruce Temkin
Subscribe to the Experience Matters blog
Stay up to date with the latest XM thought leadership, tips and news.