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.
Ebook
25 Tips for tapping into customer emotions
Ebook
25 Tips for becoming a more purposeful leader
Research
Customer-Infused process improvement
Research
Effectively combining CX and EX (by Walker)
Research
A CX leader's guide to integrating X- & O- Data
Research
Best practices for designing survey questions
Research
Best practices across the Disrupt Competency
Article
Customer and Employee Trust Indices, 2025
Article
The State of Customer Experience Across Federal and State Government Services
Research
Consumer journeys needing improvement across 22 industries, 2022
Research
The state of the XM profession, 2023
Research