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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Article

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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Article

Continuously manage experience management value with the Realize Competency

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Research

Consumer satisfaction and loyalty, 2026

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Article

Build four action loops to respond to insights

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Article

2026 global consumer experience trends revealed

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Article

How to capture the untapped financial value of customer emotions

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Article

2022 XMI customer ratings – consumer NPS (by industry)

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XMI customer ratings - consumer NPS, 2021 (by industry)

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Article

XMI customer ratings – consumer NPS® scores, 2020 (by industry)

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Article

Global HR executives overestimate how well their organizations use employee feedback

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Article

Executives expect customers and employees to get more demanding

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Article

CX-centric culture levels, 2024

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Article

XMI customer ratings – overall scores, 2020 (by industry)

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