The Two Ultimate Questions for XM Metrics
Experience Management (XM) programs often rely on one or more key metrics that track items such as likely to recommend, satisfaction, effort, or engagement. As I’ve written in the past, the succes...
By Bruce Temkin
The Four P’s of XM Insights
In a recent XM Institute report, we discussed how to operationalize Experience Management (XM). Why does XM matter? Because it creates a discipline that helps organizations continuously learn (ho...
By Bruce Temkin
Experience Utah’s iconic ski slopes at X4 2020
There’s nothing better after 3 days of inspiration, learning and networking at X4 than pulling on your boots and taking to Utah’s world-class ski resorts. We’ve negotiated some amazing rates for...
By Jack Davies
Six Types of Experience Data (X-Data)
Using the HxC model, we examined the components of many XM programs and have identified six distinct types of X-data: Experience Expectations. How people think and feel about a future interaction...
By Bruce Temkin
Stop Employees from Asking for Good Ratings
Over the last few weeks, I’ve run into a couple of examples of a common problem with some Experience Management (XM) programs… “gaming.” Here’s what I found… During dinner with a friend...
By Bruce Temkin
Three Characteristics of XM Leaders
Earlier today, I led a roundtable discussion at SAP Select in Berlin entitled “Become a XM Transformation Leader.” This is a critical theme for many executives. If you want the benefits of Exper...
By Bruce Temkin
Expansion of Experience Management and XM Professionals
Two Dimensions of XM Expansion That’s the endpoint, but how do organizations get there? By expanding their efforts along two dimensions: Maturity of competencies. For an organization to adopt ...
By Bruce Temkin
Your Organization Is an Experience Factory
Experience Management (XM) isn’t just important, it’s the primary function of every organization. Let me explain… The XM Institute team spends a lot of time thinking about and researching XM...
By Bruce Temkin
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