XM Institute
The ideas shaping the future of
The ideas shaping the future of
Experience Management.
Original research and expert perspectives that challenge conventional thinking,
show how experiences affect business performance, and help leaders put new ideas into practice.
Article
Existing metrics aren't enough for customer-centric strategy
Article
Benchmarking: How to use it (and when not to)
Article
CX that sticks: How to bring the business along on your CX journey
Article
Research at the speed of business: how XM Guided Solutions accelerate strategic insights
Research
Consumer sentiment toward AI evolves, 2026
Article
Building an XM metrics program
Article
Driving insights with X- and O-data
Article
$3 Trillion is at risk due to bad customer experiences in 2026
Article
Securing buy-in for digital listening: A cross-functional guide
Article
From pulse to progress: EX pros’ perspectives on the state of EX management
Research
How consumers share feedback, 2026
Article