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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Consumer Journeys Needing Improvement, 2025

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How to incorporate three categories of AI into your XM efforts

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The State of Customer Experience Management, 2025

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Modernize leadership: Detect and disseminate

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Realizing value from your XM efforts

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Four insights-driven action loops

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The XM Operating Framework

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Five tips for using our XM maturity assessments

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Customer experience = success + effort + emotion

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10 customer experience mistakes to avoid

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Continuously manage XM value with the Realize Competency

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Consumer satisfaction and loyalty, 2026

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Build four action loops to respond to insights

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2026 global consumer experience trends revealed

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How to capture the untapped financial value of customer emotions

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