How to Provide Certainty Even During Times of Uncertainty
Last month, at the XM Institute, we held our second ever XMPN Virtual Meetup. We met with experience management (XM) professionals from around the world, with most reigning from the APJ region and Af...
By Benjamin Granger, Bruce Temkin
Effective Communication: A Critical Skill to Propel XM Success
In a world where humans are inundated with messages 24/7 through a myriad of channels from a variety of sources, it’s a challenge to cut through the noise to reach employees with important informati...
By Aimee Lucas
Tapping into the Six Traits of Human Beings During a Crisis
Experience Management (XM) is all about human beings. Customers are human. Employees are human. Partners, leaders, suppliers, prospective customers… all human. In the current environment, where man...
Managing the Working-from-Home Employee Experience
Last week, my colleagues Steve Bennetts, Sally Winston, and I held a webinar (watch it here) focused on how organizations should manage their employees’ work-from-home experience. While we cover...
By Bruce Temkin
Applying the Four P’s of XM Insights in the Current Environment
The way we live has changed due to COVID-19. As a result, organizations face the dual challenge of meeting dramatically different customer, employee, and partner needs while operating in a new economi...
By Moira Dorsey
Experience Management in a Crisis: Shift from Trending to Sensing
In this environment, “rapidly adapting” is a capability that we all need to flex a bit more. That’s why I’ve suggested making these changes to your XM programs: Show humanity. If you’re...
By Bruce Temkin
Tap into XM to Navigate a Recession
Given the spread of Coronavirus and recent losses in the stock market, we’re facing the threat of a prolonged economic downturn. So it’s no surprise that I’ve been asked to share my opinion abou...
By Bruce Temkin
Leaders: Four Experience Design Tips to Deal with Coronavirus
As the Coronavirus situation evolves, organizations are being forced to consider a number of changes that affect every one of their stakeholders—suppliers to employees to customers. It’s critica...
By Bruce Temkin
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