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

Seven limitations of eNPS as an employee experience metric

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Article

Should You Tie Bonuses to Employee Experience Metrics?

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Article

Examining 10 Years of Net Promoter Scores in the U.S.

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Article

Net Promoter Scores Partially Recover from 2020 Collapse

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Article

The five essential elements of CX program governance

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Article

Looking to improve your response rates? Use these four levers

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Article

Five Areas for Modernizing Employee Experience Management… Right Now

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Article

Bad Customer Experience Puts $4.7 Trillion in Global Consumer Sales at Risk

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Article

What is experience management?

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Article

Is NPS a Good Global CX Metric?

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Article

How to Find and Fight Bias in Your X-Data

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How Do You Explain Experience Management to Senior Executives?

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