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

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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

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

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Article

2024 XMI customer ratings - consumer NPS (by industry)

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Article

XM deep dive: ServiceNow uses action workflows to build an “insights to action” culture

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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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Article

Delivering AI experiences people actually want: What nearly 60,000 employees & consumers told us

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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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