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

Examining 12 Years of Consumer Trust Ratings

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Article

Introducing 2024, The Year of Trust

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Article

Seven types of data for modern XM programs

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Article

Do your executives have the ambition necessary for XM success? Assess it.

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Article

Tips for Designing Action-Centric Dashboards for Executives

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Article

The Path to Building a Modern Digital CX Program

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Article

How to create a closed-loop program

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Article

Four principles for action-centric dashboard design

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Article

Establishing an EX Center of Excellence to Drive HR Impact

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Article

Accelerate B2B CX Programs with Robust Governance, Listening Portfolios, and Engaged Employees

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Article

Examining Gender and Race Gaps Across Employee Experience and New Job Preferences

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Article

Key Elements to Ensure In-Store Teams Support Your Organization’s Listening Program

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