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Experience Management

Market Research vs. Marketing Research — What’s the Difference?

Have you ever wondered about the difference between Market Research and Marketing Research? Although these two terms are often used interchangeably, they have some differentiating qualities. The core difference between Market Research and Marketing Research is the scope of the concept. First, Market Research is a more narrow concept because it is research focused on […]

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Choose the best free survey tool for your business – 2020 buyer’s guide

A quick search for online survey tools will show just how many vendors there are to choose from. To help you pick the right one for your business, here are the key features and functionality to look out for when deciding which survey platform is right for your business. Why use a survey tool? There’s […]

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5 stages to evolving your CX program through the maturity model

XM Institute Expert Isabelle Zdatny walks us through the benefits and stages of evolving your CX program through the maturity model. What is a CX maturity model A CX maturity model is a roadmap to help guide you as you navigate through the 6 core competencies of CX. Isabelle says that it is crucial for […]

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6 competencies of a successful CX program

XM Institute expert, Aimee Lucas, has more than 18 years of experience building successful CX programs. Here she outlines the 6 competencies your business needs to create a powerful CX program. Mastering these competencies will mean you can go on to fully realize your CX maturity model. So what are the 6 competencies of a […]

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A guide of the best digital CX practices

If I were to ask you, “are you able to confidently view the customer experience (CX) you deliver from the eyes of your customer”, what would you say? Let me explain. Advances in technology and the significant volume of customer touchpoints that exist in today’s digital world mean CX has become even more complex than […]

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3 patient experience problems that can be tackled with CX solutions

Many of the issues you face with patient experience may be solved with the same best-in-class customer experience (CX) principles used by the world’s most successful brands. Guest speaker Faith Adams, Senior Analyst from Forrester, discusses this in more detail in our recent webinar on modernizing the patient experience. Below are her 3 answers to […]

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