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.
Featured
Research
Consumer Journeys Needing Improvement, 2025
Article
How to incorporate three categories of AI into your XM efforts
Research
The State of Customer Experience Management, 2025
Ebook
Worksheet: Prioritize your EX projects
Ebook
Worksheet: Prioritize improvements across EX skills and actions
Ebook
Worksheet: Identify strengths and gaps in your EX metrics program
Ebook
Worksheet: Identify strengths and gaps in the responsibilities of your EX core team
Ebook
Worksheet: Translate verbatims into action
Ebook
Worksheet: Prioritize improvements across CX skills and actions
Ebook
Worksheet: Prioritize your CX projects
Ebook
Worksheet: Identify strengths and gaps in your CX metrics program
Research
Operationalizing XM
Research
Introducing journey-centric Experience Management
Ebook
Worksheet: Evaluate experiences with a SLICE-B experience review
Ebook