NPS Starts to Stabilize in the Wake of the Pandemic
Net Promoter Score(R) (NPS) is one of the most popular customer experience measurements, with 70% of CX programs using it as a core metric.1 So as part of our annual U.S. Consumer Study, we track the...
By Isabelle Zdatny, Talia Quaadgras
The State of the XM Profession, 2024
Experience Management (XM) professionals are excited about the future of the discipline, with nearly 80% of respondents saying they feel optimistic about the value of XM in 2024 and beyond. In this bl...
By Isabelle Zdatny, Talia Quaadgras
Getting Started: Integrating Digital into Your CX Efforts
Digital channels have become one of – if not the – main interface between organizations and their customers. To succeed in this digital-first environment, customer experience (CX) programs must th...
By Isabelle Zdatny
3 key ways AI can help drive human-centered government
Integrating Artificial Intelligence (AI) may seem counterintuitive to a “human-centered” strategy, but future-focused leaders have figured out how to leverage AI to design human-centered governmen...
By Hannah Burn, Rishi Vajpeyi
The Evolution to Modern Experience Management
Over the last several years, we’ve seen organizations increasingly invest in efforts to better listen and respond to the needs of customers and employees. While organizations often prioritize these ...
By Bruce Temkin, Isabelle Zdatny
Announcing the Updated XM Fundamentals Certification
As organizations continue to adopt Experience Management (XM), it’s important for an increasing number of leaders and employees to understand the key principles of XM. Three years ago, we introduced...
By Moira Dorsey
$3.7 Trillion of 2024 Global Sales are at Risk Due to Bad Customer Experiences
As part of our latest global consumer study, Qualtrics XM Institute asked over 28,000 people across 26 countries how they responded to their recent bad experience(s). We then calculated how their chan...
By Talia Quaadgras
The State of CX in the Retail Banking Industry
To understand how the quality of customers’ experiences varies across industries, XM Institute conducts annual large-scale U.S. consumer studies. As part of these studies, we ask respondents to rate...
By Isabelle Zdatny, Katie Johnson, Talia Quaadgras
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