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
Calibrating NPS across 18 countries
Research
State of the contact center experience
Research
Consumer channel preferences, 2024
Research
Consumer journeys needing improvement across 22 industries, 2023
Research
Emotion-infused experience design
Research
Three shifts for employee experience success
Research
Global consumer loyalty index
Ebook
The XM Diffusion Cycle
Ebook
2026 Global Employee Experience Trends
Research
Activating executive commitment
Ebook
Worksheet: Identify strengths and gaps in the responsibilities of your CX core team
Article