XM Institute
The ideas shaping the future of
The ideas shaping the future of
Experience Management.
Original research and expert perspectives that challenge conventional thinking,
show how experiences affect business performance, and help leaders put new ideas into practice.
Research
Consumer satisfaction and loyalty, 2026
Article
Build four action loops to respond to insights
Article
2026 global customer experience trends revealed
Article
2022 XMI customer ratings – consumer NPS (by industry)
Article
XMI customer ratings - consumer NPS, 2021 (by industry)
Article
XMI customer ratings – consumer NPS® scores, 2020 (by industry)
Article
Global HR executives overestimate how well their organizations use employee feedback
Article
Executives expect customers and employees to get more demanding
Article
CX-centric culture levels, 2024
Article
XMI customer ratings – overall scores, 2020 (by industry)
Article
XMI customer ratings – overall scores, 2021 (by industry)
Article