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

Research at the speed of business: how XM Guided Solutions accelerate strategic insights

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Research

Consumer sentiment toward AI evolves, 2026

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Article

Building an XM metrics program

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Article

Driving insights with X- and O-data

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Article

$3 Trillion is at risk due to bad customer experiences in 2026

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Article

Securing buy-in for digital listening: A cross-functional guide

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Article

From pulse to progress: EX pros’ perspectives on the state of EX management

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Research

How consumers share feedback, 2026

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Article

Impact Icons: Softchoice

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Article

Leading a multi-year transformation

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Article

Modernize leadership: Observe and improve

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Article

Modernize leadership: Learn and adjust

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