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

How to capture the untapped financial value of customer emotions

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Article

2022 XMI customer ratings – consumer NPS (by industry)

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XMI customer ratings - consumer NPS, 2021 (by industry)

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XMI customer ratings – consumer NPS® scores, 2020 (by industry)

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Article

Global HR executives overestimate how well their organizations use employee feedback

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Executives expect customers and employees to get more demanding

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CX-centric culture levels, 2024

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XMI customer ratings – overall scores, 2020 (by industry)

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XMI customer ratings – overall scores, 2021 (by industry)

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XMI customer ratings – consumer NPS, 2023 (by industry)

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Article

XM discussions: Leading through uncertainty with American Express

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Article

The state of customer experience (CX) maturity, 2024

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