XM Knowledge Base
Customer Experience
From Theory to Practice
Gain a unique perspective on CX thought leadership. Hear real-life examples from brands that have cracked the code, along with practical tips that can be used to improve any CX program. Register today for this exclusive opportunity to learn from customer experience masters.
Season 2Customer Experience
From Theory to Practice
Learn how to launch a CX program that’ll take your business from ‘Meh’ to ‘WOW!”
(Kick)Starting a CX Program
(Kick)Starting a CX Program
Implementing a great CX program takes careful planning and intentional design. Join Bruce Temkin as he teaches how to build a robust CX program, explores the trends that prove how important CX has become, and shares 3 recommendations for getting your CX program on the right track.
6 Competencies of a Successful CX Program
6 Competencies of a Successful CX Program
Great customer experiences are carefully designed, not accidental. Join Sr. Principal Analyst Aimee Lucas to find out the competencies and actions needed to design and deliver world-class customer experiences. From program leadership and activating the organization to the tools you need to build your skills, you’ll have everything you need to develop a CX program that delivers unmistakable value.
How to Customize Customers' Experiences
How to Customize Customers' Experiences
A great product is no longer enough; companies that succeed do so by engaging each customer in an inherently personal way. Discover a creative, highly original, and yet eminently practical strategy for companies to script and stage the experiences that will transform the value of what they produce.
How to Evolve Your CX Program
Evolving Your CX Program through the Maturity Model
The world’s CX leaders all have one thing in common: they’ve mastered 6 Experience Management (XM) competencies. Discover the XM Institute’s CX Maturity Model and learn how to identify your CX program’s place in it, and what you’ll need to master in order to take your program to the next level.
Building and Sustaining a Customer-Centric Culture
Building and Sustaining a Customer-Centric Culture
A customer-centric culture is a vital ingredient in any successful CX program. Discover the 5 keys to getting your whole organization rowing in the same direction, and learn how each key can impact your program’s success — along with techniques to help you start your transformation immediately.
Bring Voice of the Customer to Life
Bring Voice of the Customer to Life with a Customer-Centric Culture
American Express is known for its superior customer service — this didn't happen by accident. To be truly customer-centric you need to empower people at all levels of your organization to listen to the customer and act on insights. Find out how American Express built a world-class customer culture by using a broad spectrum of approaches from empowering employees to capturing and acting on customer insights.
Create Conversations with CX
How to Craft a Customer Experience That Creates Conversations
The best way to grow ANY business is for your customers to grow it for you. In this fast and funny session, join New York Times bestselling author, Jay Baer, as he shares a concrete system for using CX to turn customers into your most powerful growth opportunity.
4 Essentials of Effortless CX
4 Essentials of Effortless CX
While many companies focus their efforts on finding ‘wow moments’, true customer loyalty comes from delivering effortless experiences. Discover how the 4 key pillars of effortless CX will help you predict repeat sales, increase share of wallet, and drive positive word-of-mouth.