Experience Management starts at XM Institute

XM Institute is your trusted source for building and advancing best-in-class customer and employee experience management programs to modernize experiences. Our mission is to empower you with research, best practices, thought leadership and skills to deliver strategic and economic value to your organization and lead the future of Experience Management.

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RESEARCH_

Consumer Journeys Needing Improvement, 2025

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How to incorporate three categories of AI into your XM efforts

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RESEARCH_

The State of Customer Experience Management, 2025

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XMI customer ratings – overall, 2024 (by industry)

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XM deep dive: Deloitte Digital uses a Dream Team to elevate talent experience

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2024 XMI customer ratings - consumer NPS (by industry)

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GUIDE_

XM Professional Certification handbook

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RESEARCH_

CX leaders consistently outperform markets and CX laggards

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RESEARCH_

The AI opportunity for Experience Management

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RESEARCH_

Consumer preferences for privacy and personalization, 2025

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RESEARCH_

Consumer Channel Preferences and Priorities, 2025

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RESEARCH_

Consumer sentiment towards AI evolves, 2025

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RESEARCH_

How consumers share feedback, 2025

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RESEARCH_

Contact Center Trends, 2025

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RESEARCH_

To realize its full value, CX must become an organizational discipline

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