Existing Metrics Aren’t Enough for Customer-Centric Strategy
Three CX Principles That Can Help Propel EX
One of the great things about working with my fellow XM Institute catalysts is how our exchange of ideas and experiences broadens our collective perspectives. And because so much of my work and resear...
By Aimee Lucas
The Five Questions of Journey-Centric Thinking
Journey mapping has become a popular Experience Management (XM) tool. When used correctly, journey maps provide a valuable lens into how someone (e.g., customer, employee, partner) views their exp...
4 Ways to Modernize Your X-Data Systems
Experience management (XM) involves the measurement and management of two types of data — operational (O-data) and experience (X-data). O-data, like sales, revenue, customer renewal rates, and empl...
By Benjamin Granger
What’s the Right Mix of O-Data and X-Data?
Achieving the Right X-Data and O-Data Mix Almost all large companies have robust O-data systems; it’s how they run their business. With the rise of XM efforts, an increasing number of organizations...
By Luke Williams
B2B CX Management Efforts Have Room to Improve
Managing CX in a business-to-business (B2B) organization requires navigating a complex environment. These organizations have to account for multi-faceted customer relationships as they serve different...
By Aimee Lucas
Are Your Experience Management Efforts Outdated? Modernize Them!
Most organizations are very early on their journey towards fully adopting Experience Management (XM). Despite this lack of XM maturity, almost every organization has some elements of XM already underw...
By Bruce Temkin
Questions About Government CX, with Answers for All CX Programs
A couple of weeks ago, I joined a group of customer experience (CX) professionals who work across a variety of Federal Government agencies here in the U.S. for a virtual question and answer session. I...
By Aimee Lucas
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