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

Five Lessons Learned About Pivoting In-Store CX During Times of Uncertainty

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Article

Lessons From a B2B CX Leader on How to Build a Customer-Centric Culture

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Article

Six analytical pathways that link employee and customer experience

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How to build an EX program roadmap

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How to build a CX program roadmap

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Article

The ABCs of employee experience action planning and six roadblocks to avoid

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Article

Conversational analytics are transforming contact centers

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Article

Assessing Agility of Your Organization, Your XM Program, and Yourself

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Article

Examining U.S. optimism across gender and age

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Article

U.S. Well-Being Increases for Everyone Except Hispanics

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Article

Five Steps for Building a Strong CX Metrics Program in Hospitality

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Article

What Employees Around the World Look for in a New Job

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