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

The gap between consumer likelihood to recommend and their behavior

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Article

Executives overestimate how well their organizations use customer and
employee feedback

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Article

How consumers cut spending across 20 industries after poor experiences, 2024

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Article

XMI customer ratings - overall, 2023 (by industry)

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Article

XMI customer ratings - overall, 2022 (by industry)

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Article

XM deep dive: Neighborhood Health Plan of Rhode Island drives culture change with journey maps

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Article

XM deep dive: HSBC Canada designing the future of work around four global workstyles

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Article

XMI customer ratings – overall, 2024 (by industry)

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Article

XM deep dive: Deloitte Digital uses a Dream Team to elevate talent experience

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Article

2024 XMI customer ratings - consumer NPS (by industry)

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Article

XM deep dive: ServiceNow uses action workflows to build an “insights to action” culture

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Guide

XM Professional Certification handbook

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