Seven Types of Data for Modern XM Programs
A Modern Experience Management (XM) program – whether that’s a customer experience (CX) or employee experience (EX) program – needs to be capable of coordinating and consolidating the collection...
By Isabelle Zdatny, Terry Anderson
Managing the Employee Experience in times of change
There are few companies with more reach than Unilever – 400 brands, 190 countries, 3.4 billion users, and a product base that ranges from mayonnaise to soap. Unilever also has 127,000 employees, so ...
By Daniel Saunders
Calculating your Experience Value at Risk
All organizations have experience gaps, but they often don’t know how costly they are. This compounds with the fact that many XM professionals struggle to put hard dollars to the value of experience...
By Topher Mitchell
Vulnerability in the workplace: the key to authentic leadership
Many workplaces now encourage their employees to be vulnerable. As an aspect of ‘bringing your authentic self to work’ it can forge connections with other people and strengthen teams. But what is ...
By Laura Harding, Ruth D'Alessandro
What Will Generative AI Mean for Your XM Efforts?
Artificial intelligence (AI) has shifted from a domain for geeky discussions to a mainstream topic of interest. While AI has been around for decades, the introduction of Generative AI (“Gen AI”) m...
By Bruce Temkin, Isabelle Zdatny
Contact center digital transformation: Your guide for success
With customers looking for more personal and more comprehensive experiences than ever, your contact center is likely inundated with requests and information. We look at the technology and processes be...
By Harry Gough, Rosemin Anderson
Do Your Executives Have the Ambition Necessary For XM Success? Assess It.
Experience Management (XM) programs are ultimately about driving change: change in people’s behaviors, change in operating processes, and change in strategic priorities and investments. But this lev...
By Bruce Temkin, Isabelle Zdatny
Tips for Designing Action-Centric Dashboards for Executives
Executive dashboards are a critical Experience Management (XM) tool as they provide senior leaders with easy visibility into the progress and impact of the organisation’s customer or employee experi...
By Isabelle Zdatny, James Scutt
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