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.
Article
XM deep dive: ServiceNow uses action workflows to build an “insights to action” culture
Guide
XM Professional Certification handbook
Research
CX leaders consistently outperform markets and CX laggards
Article
Delivering AI experiences people actually want: What nearly 60,000 employees & consumers told us
Research
The AI opportunity for Experience Management
Research
Consumer preferences for privacy and personalization, 2025
Research
Consumer Channel Preferences and Priorities, 2025
Research
Consumer sentiment towards AI evolves, 2025
Research
How consumers share feedback, 2025
Research
Contact Center Trends, 2025
Research
To realize its full value, CX must become an organizational discipline
Article