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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Consumer Journeys Needing Improvement, 2025

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How to incorporate three categories of AI into your XM efforts

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The State of Customer Experience Management, 2025

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How we turned daily rounding into our most powerful operational tool

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Designing omnichannel listening programs: Where do I start?

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Driving with purpose: A CX leader's guide to aligning your program with your company's core mission

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RESEARCH_

Five steps for building a strong CX metrics program

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RESEARCH_

The state of employee experience management, 2025

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Global Well-Being: a hidden variable in your CX metrics

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Existing metrics aren't enough for customer-centric strategy

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Benchmarking: How to use it (and when not to)

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CX that sticks: How to bring the business along on your CX journey

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Research at the speed of business: how XM Guided Solutions accelerate strategic insights

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RESEARCH_

Consumer sentiment toward AI evolves, 2026

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Building an XM metrics program

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