XM Institute
The ideas shaping the future of
The ideas shaping the future of
Experience Management.
Original research and expert perspectives that challenge conventional thinking,
show how experiences affect business performance, and help leaders put new ideas into practice.
Research
The state of customer experience management, 2026
Article
How to close the AI trust gap among customers and employees
Article
Using the value chain to link experience insights to business impact
Article
How to capture the untapped financial value of customer emotions
Article
AI, reviews, and the new rules of healthcare transparency
Article
How engaged employees create great customer experiences
Ebook
2026 Consumer Experience
2026 Consumer Experience
Trends Report
Article
How to incorporate three categories of AI into your XM efforts
Article
How to build a CX program roadmap
Article
Using AI (the right way) to advance patient safety
Ebook
Unlock the potential of AI-enabled CX
Ebook