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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RESEARCH_

The AI opportunity for Experience Management

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RESEARCH_

Consumer preferences for privacy and personalization, 2025

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RESEARCH_

Consumer Channel Preferences and Priorities, 2025

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RESEARCH_

Consumer sentiment towards AI evolves, 2025

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RESEARCH_

How consumers share feedback, 2025

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RESEARCH_

Contact Center Trends, 2025

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RESEARCH_

To realize its full value, CX must become an organizational discipline

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RESEARCH_

ROI of Customer Experience, 2025

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Article_

Orienting your XM program on impact: Insight tracking

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Article_

Understanding Human Behavior

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Insight Tracking Tools

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Article_

Closing the experience gap with journey metrics

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