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

Employee Experiences in high-performing organizations

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Article

$3.8 Trillion of Global Sales are at Risk Due to Bad Customer Experiences in 2025

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Article

The five levels of technology maturity for XM programs

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Article

The technological capabilities that power an XM platform

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Article

Introducing the four technology pillars of an effective XM platform

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Article

The State of B2B Customer Experience Management, 2024

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Article

How the National Library of Medicine Uses Experimentation to Explore AI Applications

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Article

Exploring Success, Effort, and Emotion for 23 Industries (2019-2023)

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Article

NPS Starts to Stabilize in the Wake of the Pandemic

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Article

The State of the XM Profession, 2024

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Article

Getting started: integrating digital into your CX efforts

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Article

The Evolution to Modern Experience Management

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