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https://www.qualtrics.com/articles/customer-experience/propelling-nps-program/
Propelling Your Net Promoter Score Program - XM Institute
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https://www.qualtrics.com/articles/customer-experience/five-elements-cx-program-governance/
The Five Essential Elements of CX Program Governance - XM Institute
Customer experience (CX) transformation requires organizations to maintain a systematic focus on making changes over multiple years and across a number of...
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https://www.qualtrics.com/research/state-CX-management-2025/
The State of Customer Experience Management, 2025 | XM Institute
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https://www.qualtrics.com/articles/customer-experience/well-being-hidden-cx-metrics/
Global Well-Being: A Hidden Variable in Your CX Metrics - Qualtrics XM Institute
Global well-being shapes CX metrics, helping organizations understand, predict, and design effective CX strategies for their target customers.
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https://www.qualtrics.com/articles/customer-experience/understanding-human-behavior/
Understanding Human Behavior - XM Institute
Learn how some universal human traits affect people’s experiences with your organization and how to use that understanding to create emotionally engaging...
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https://www.qualtrics.com/articles/customer-experience/9-recommendations-for-nps/
My Latest 9 Recommendations for NPS - XM Institute
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https://www.qualtrics.com/research/executives-state-of-xm-2022/
The State of Experience Management in 2022 - XM Institute
1500 executives told us about their organizations' Experience Management (XM) capabilities, obstacles, and expected need for XM.
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https://www.qualtrics.com/articles/customer-experience/four-causes-customer-churn/
The 4 Causes of Customer Churn and What to Do About Them - - XM Institute
When customers churn, it hurts the bottom line, and it also hurts acquisition as negative word-of-mouth from churning customers hampers efforts to gain new...
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https://www.qualtrics.com/articles/strategy-research/four-levers-improve-response-rates/
Four Levers for Improving Response Rates. - XM Institute
CX practitioners often ask us to provide a “good” comparative response rate for their surveys. Unfortunately, while this metric can tell you a lot about the...
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https://www.qualtrics.com/research/best-practices-activate-competency/
Best Practices Across the Activate Competency - XM Institute
This report explores how organizations can engage and involve their employees in XM by mastering the Activate Competency.
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https://www.qualtrics.com/articles/strategy-research/whats-this-about-xo-data/
What’s All This About X- and O-Data? - XM Institute
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https://www.qualtrics.com/articles/experience-management/existing-metrics-customer-centric-strategy/
Existing Metrics Aren't Enough For Customer-Centric Strategy - XM Institute
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https://www.qualtrics.com/research/build-cx-metrics-program/
Building a Strong CX Metrics Program | Global Research Report | XM Institute
XM Institute has identified five steps an organization must go through to create a strong CX metrics program.
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https://www.qualtrics.com/articles/customer-experience/journey-maps-define-listening-posts/
Using Journey Maps to Define Listening Posts - XM Institute
Journey maps are a representation of the steps and emotional states that a person goes through to accomplish a specific goal. Because this tool allows you to...
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https://www.qualtrics.com/research/global-roi-customer-experience-2022/
ROI of Customer Experience, 2022 | Global Research Report | XM Institute
Customers around the world told us about their recent experiences with 17 industries. From their responses, we examined the ROI of customer experience.
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https://www.qualtrics.com/articles/customer-experience/action-centric-dashboard-design/
Action-Centric Dashboard Design Principles - XM Institute
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https://www.qualtrics.com/research/consumer-sentiment-toward-ai-evolves-2026/
Consumer Sentiment Toward AI Evolves, 2026 - XM Institute
In a global study across 14 countries, we asked 20,000 consumers about their perceptions of artificial intelligence (AI), concerns with AI, and their AI usage.
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https://www.qualtrics.com/articles/strategy-research/4-ways-modernize-xdata/
4 Ways to Modernize Your X-Data Systems - XM Institute
There is much we can learn from the way O-data is measured, managed, and consumed to modernize X-data systems.
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https://www.qualtrics.com/articles/customer-experience/three-core-functions-cx-coe/
The Three Core Functions of a CX Center of Excellence | XM Institute
This post describes the three specialized functions of a strong CX Center of Excellence and common activities within each one.
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https://www.qualtrics.com/xm-institute/
XM Institute: Experience Management Begins Here
Your trusted source for building and advancing best-in-class customer and employee experience management programs.
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https://www.qualtrics.com/articles/customer-experience/four-xm-action-loops/
Build four action loops to respond to insights - XM Institute
Learn how to build four insights-driven action loops using the XM Operating Framework's Respond Competency to maximize value from feedback and insights.
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