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.
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XM discussions: Leading through uncertainty with American Express
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The state of customer experience (CX) maturity, 2024
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The gap between consumer likelihood to recommend and their behavior
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Executives overestimate how well their organizations use customer and
Executives overestimate how well their organizations use customer and
employee feedback
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How consumers cut spending across 20 industries after poor experiences, 2024
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XMI customer ratings - overall, 2023 (by industry)
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XMI customer ratings - overall, 2022 (by industry)
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XM deep dive: Neighborhood Health Plan of Rhode Island drives culture change with journey maps
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XM deep dive: HSBC Canada designing the future of work around four global workstyles
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XMI customer ratings – overall, 2024 (by industry)
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XM deep dive: Deloitte Digital uses a Dream Team to elevate talent experience
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