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

Four XM Practices for Digitizing the Employee Experience

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Article

Three CX measurement principles that can help propel EX

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Article

Five A’s: The Executive Agenda for XM Transformation

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Article

Using journey maps to define listening posts

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Article

Three CX Principles That Can Help Propel EX

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Article

The five questions of journey-centric thinking

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Article

4 Ways to Modernize Your X-Data Systems

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Article

B2B CX Management Efforts Have Room to Improve

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Article

Yes, It’s Time to Get Rid of Old School Employee Surveys

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Article

Three Potential XM Roles for CIOs

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Article

Five XM Practices for Accelerating Your Digital Transformation

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Article

Five Leadership Principles for Truly Driving More Diversity and Inclusion

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