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.

Featured

Research

Consumer Journeys Needing Improvement, 2025

Download Now
Article

How to incorporate three categories of AI into your XM efforts

Read Now
Research

The State of Customer Experience Management, 2025

Download Now
Article

Use the Human Conversational Model to Create Engaging Contact Center Interactions

Learn More
Article

How do you engage employees? Adopt the five I’s

Learn More
Article

Tapping into the six traits of human beings during a crisis

Learn More
Article

The two ultimate questions for XM metrics

Learn More
Article

5 stages to evolving your CX program through the maturity model

Learn More
Article

Five Recommendations for De-Emphasizing Benchmarking

Learn More
Article

The Human Experience Cycle

Learn More
Article

What’s All This About X- and O-Data?

Learn More
Article

Want Loyal Customers? Start Talking About Their Emotions!

Learn More
Article

Nine recommendations for NPS

Learn More
Article

Seven Stages to a Data-Centric Mindset

Learn More