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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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_

Consumer sentiment toward AI evolves, 2026

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Building an XM metrics program

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Driving insights with X- and O-data

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$3 Trillion is at Risk due to Bad Customer Experiences in 2026

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Securing buy-in for digital listening: A cross-functional guide

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From Pulse to Progress: EX Pros’ Perspectives on the State of EX Management

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RESEARCH_

The state of employee experience management, 2025

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Research_

How consumers share feedback, 2026

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Impact Icons: Softchoice

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Leading a multi-year transformation

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Modernize leadership: Observe and improve

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Modernize leadership: Learn and adjust

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