Experience Matters

MARCH 6, 2020

The XM Institute has published new research that examines the current state of employee experience (EX) management programs and the mindsets, skills, and actions required for employee experience (EX) excellence. You can download both of these reports for free: The State of EX Management Programs, 2020.

Management 211

Management Employee Experience Survey Report 211

Experience Matters

JULY 12, 2019

Our team joined Qualtrics last October to create the XM Institute, and one of the great things that we’ve found is that there are many people across Qualtrics who are experts in different aspects of Experience Management (XM). The post Talking Employee Experience and XM With Ben Granger appeared first on Experience Matters.

Employee Experience 264

Employee Experience Industry Strategy Management 264

Qualtrics

MAY 7, 2020

The XM Institute has just published a new report, The Global State of XM, 2020. We found that: There’s a clear benefit to having strong XM skills. Of respondents who rated their XM performance above average for their industry, 89% report revenue growth that was better than industry competition in the previous year.

Comparison 26

Comparison Report Analysis Survey 26

Experience Matters

DECEMBER 30, 2019

I collaborated with our XM Institute faculty (Aimee Lucas, Ben Granger, Isabelle Zdatny, and Moira Dorsey) to pull together a picture of where we think XM will be heading in 2020. Looking Back At 2019 In the Global State of XM research, we found that senior executives around the world recognize the importance of XM.

Company 195

Company Management Customer Experience Customers 195

Experience Matters

DECEMBER 23, 2019

The XM Institute has published new research that examines the impact that customer experience has on the loyalty of U.S. consumers across 20 industries. You can download these reports for free: The ROI of Customer Experience.

ROI 275

ROI Consumers Loyalty Industry 275

Qualtrics

JANUARY 22, 2021

As part of our Breakthrough Builders series, we chatted with ‘The Godfather of Experience Management’ Bruce Temkin, Head of Qualtrics XM Institute. We spoke about balloon selling, the power of a good chess game, and what it takes to create a groundbreaking XM organization. Bruce didn’t start out to be an XM expert.

Customer Connectedness 26

Customer Connectedness Customer Journeys Employee Engagement Leadership 26

Experience Matters

OCTOBER 29, 2019

Earlier today, I led an roundtable discussion at SAP Select in Berlin entitled “Become a XM Transformation Leader.” If you want the benefits of Experience Management (XM), then you will need to lead a transformational journey across your organization. By adopting what the XM Institute Read More.

Management 188

Management Customer Experience Customers 188

Experience Matters

APRIL 22, 2019

As you have hopefully seen, I’m now running the Qualtrics XM Institute, where we will be producing easy-to-consume, compelling content and training that both inspires business leaders with experience management (XM) possibilities and helps them drive value from their programs.

Training 192

Training Consumers Customer Experience Management 192

Experience Matters

MAY 6, 2020

Last month, at the XM Institute, we held our second ever XMPN Virtual Meetup. We met with experience management (XM) professionals from around the world, with most reigning from the APJ region and Africa. The bulk of the conversation was centered around applying XM during this time of crisis.

How To 145

How To Tips Communication Management 145

Qualtrics

FEBRUARY 27, 2020

The XM Institute has just published a new report, The State of EX Management Programs, 2020. As part of our survey, we asked respondents to complete XM Institute’s XM Competency & Maturity Assessment, which examines Six Experience Management Competencies : Lead, Realize, Activate, Enlighten, Respond, and Disrupt.

Management 29

Management Employee Engagement Report Feedback 29

Experience Matters

JANUARY 21, 2020

The XM Institute is kicking off the year with a research bang. In a previous post, I mentioned two reports from late last year that show the business value of CX, The ROI of CX and What Consumers Do After a Bad Experience. These reports are based on a survey of 10,000 U.S.

Industry 201

Industry Consumers Feedback Insurance 201

Qualtrics

AUGUST 14, 2019

One of the great things about now being a part of the XM Institute is that we can give it away for free. Digital channels need an XM infusion. The XM Institute has built an XM maturity model based on the Six XM Competencies. Since you can easily download the report, I won’t provide a full summary.

Customer Experience Management 25

Customer Experience Management Customer Experience Management Self Service 25

delighted

JULY 13, 2021

Guest contribution by Benjamin Granger, Head of EX Advisory Services I Adjunct Faculty at the Qualtrics XM Institute. He has over a decade of experience building Experience Management (XM) programs across the globe and leads research initiatives within the Qualtrics XM Institute. About the XM Institute.

Survey 98

Survey Metrics Employee Engagement Measurement 98

Experience Investigators by 360Connext

JUNE 13, 2023

Qualtrics XM Institute’s 2021 State of the XM Profession Report indicated that more than 40% of CX leaders spent time in strategy, customer service, marketing/PR, and operations. The rationale is straightforward: marketing is outward-facing and focused on understanding and fulfilling customer needs.

Customer Experience 162

Customer Experience Chief Customer Officer Culture Customer Centricity 162

Heart of the Customer

JULY 3, 2021

Research from CustomerThink, Forrester, Pointillist, and the XM Institute agree: Few CX programs can prove that their work matters to business outcomes. This reminds me of a story from my college days. I was visiting my buddy Rick, and we went down to the rec room in the basement of his dorm to shoot some […].

Tips 88

Tips Customer Satisfaction Customers Survey 88

CSM Magazine

NOVEMBER 1, 2022

Qualtrics XM Institute surveyed more than 33,000 consumers across 29 countries to understand what is driving the current consumer mindset as the economy pushes people to make tough decisions on where and how they spend their money.

Consumers 98

Consumers Trends Wait Times Airlines 98

Experience Matters

AUGUST 15, 2019

One of the great things about now being a part of the XM Institute is that we can give it away for free. I’m particularly happy to announce a new research report, The State of CX Management, 2019. In the past, Temkin Group published similar research and we charged for the reports.

Management 120

Management Report Groups Survey 120

Doing CX Right

SEPTEMBER 26, 2022

Bruce Tempkin, head of Qualtrics Experience Management (XM) Institute, explains 6 rules for leaders to "boost inertia" and radically improve customer service, employee satisfaction, and all human experiences at scale. The post Leading Experience Management During Uncertain Times appeared first on Doing CX Right.

Management 64

Management Customer Service Customer Experience Customer Centricity 64

Heart of the Customer

MAY 21, 2021

According to the XM Institute, when the emotional experience is rated highly, 76% of customers are promoters. It’s hard to overstate how much building an emotional connection with customers matters. When it’s rated low, only 6% are. But if […].

Connections 78

Connections Customer Experience ROI NPS 78

delighted

JUNE 22, 2021

Guest contribution by Benjamin Granger, Head of EX Advisory Services I Adjunct Faculty at the Qualtrics XM Institute. He has over a decade of experience building Experience Management (XM) programs across the globe and leads research initiatives within the Qualtrics XM Institute. About the XM Institute.

Employee Engagement 66

Employee Engagement Engagement Net Promoter Score Effort Score 66

CX University

FEBRUARY 1, 2024

Banks and financial institutions have implemented various security measures to ensure the safety of online banking, including strong password requirements, two-factor authentication, data encryption, and continuous account monitoring.

Banking 59

Banking Customer Experience Infographics Financial 59

Help Scout

JUNE 22, 2021

Qualtrics XM Institute ). Nearly 80% will forgive a bad experience if they rate the service team as “very good.”) ( Qualtrics XM Institute ). Qualtrics XM Institute ). Qualtrics XM Institute ). The Human Resource Institute estimates that turnover costs about $10k-$15k for a frontline employee.

Customer Service 129

Customer Service Social Media Self Service Knowledge Base 129

delighted

MARCH 15, 2023

In fact, recent data from the XM Institute shows that consumers are 2.6x There’s no question that the experiences customers have with your brand make an impact on your bottom line. more likely to purchase after a 5-star experience than after a 1- or 2-star experience. What’s more, they’re 3.7x

Feedback 92

Feedback Trends NPS Survey 92

Qualtrics

NOVEMBER 5, 2020

To help your business understand its CX performance and how it compares to companies in your industry, Qualtrics XM Institute released the second annual XMI Customer Ratings. This is the second year the Ratings are being published by the XM Institute, continuing the publication of the Temkin Ratings. Get Started.

Net Promoter Score 49

Net Promoter Score Data Effort Score NPS 49

Qualtrics

DECEMBER 10, 2020

Experience management (XM) is the discipline of using experience data and operational data (X + O data) to measure and improve every interaction that people have with your company. XM has become an organizational habit by which companies don’t simply sell goods and services – they deliver end-to-end experiences. X + O data.

Management 52

Management Employee Engagement Employee Experience Culture 52

delighted

JANUARY 12, 2021

The Net Promoter Scores used to compile these 20 industry benchmarks were independently sourced by the Qualtrics XM Institute (formerly Temkin Group). Over 10,000 consumers were polled on hundreds of companies to calculate these benchmarks.

NPS 64

NPS Report Net Promoter Score Fashion 64

Qualtrics

FEBRUARY 20, 2020

You’ll find it all at X4 – stories from the brands using XM to deliver breakthrough results, thought leadership from the best in the business, and an inside look at the tech helping XM professionals reach new heights in employee experience. Take your XM program to a new level with world-class thought leadership. Don’t measure.

Government 32

Government Employee Experience Leadership Employee Engagement 32

Qualtrics

DECEMBER 22, 2020

Discover why universal human behavior traits are key to a successful XM activation. Experience management (XM) is becoming increasingly vital to organizations’ long-term business success. Why human behavior is important to XM. Consequently, neglecting the human-side of XM is a huge and costly mistake. Taking action.

Management 49

Management Connections Comparison Groups 49

Qualtrics

FEBRUARY 18, 2020

You’ll find it all at X4 - stories from the brands using XM to deliver breakthrough results, thought leadership from the best in the business, and an inside look at the tech helping organizations modernize their market research. What’s new in XM? Take your XM program to a new level with world-class thought leadership.

Marketing 29

Marketing Government Leadership Automotive 29

Qualtrics

JANUARY 29, 2020

Everywhere I go, I find passionate XM professionals who are looking to help their organizations tap into the power of Experience Management. XM is clearly a global movement. Having said that, XM is not being adopted in the same way across every region. We published the insights in a new report, The Global State of XM.

Management 32

Management Leadership Report Feedback 32

Qualtrics

NOVEMBER 19, 2021

That’s where Qualtrics XM Institute customer ratings help. Qualtrics XM Institute’s customer ratings provide a cross-industry, open-standard benchmark of customer experience. This is the third year the ratings are being published by the XM Institute. Standout findings for XMI customer rating benchmarks.

Net Promoter Score 26

Net Promoter Score NPS Effort Score Consumers 26

Qualtrics

FEBRUARY 18, 2020

You’ll find it all at X4 - stories from the brands using XM to deliver breakthrough products , thought leadership from the best in the business, and an inside look at the tech helping organizations turn products into obsessions. Bruce Temkin, Director of the XM Institute. 13:30-13:50 // Weds, March 11 // XM Institute Theater.

Leadership 29

Leadership Automotive Ecommerce Industry 29

Qualtrics

JANUARY 29, 2021

Professionals who have become experience management (XM) experts in the last 10 or 20 years have often drawn on the building blocks of other experiences to get to where they are today. As part of our series on CX visionaries , we interviewed Aimee Lucas, XM Catalyst with the XM Institute. On building a culture around XM.

Sports 26

Sports Culture Leadership Technology 26

Experience Matters

NOVEMBER 21, 2019

The XM Institute published a new report, The Global State of Experience Management (“XM”). The post New Research: The Global State of XM appeared first on Experience Matters. Before I share some of the findings, I just want to say that this report is free to download.

Report 37

Report Survey Management Customer Experience 37

Experience Matters

JUNE 25, 2020

This is the last post on the current isolated platform, as this blog will be integrated into a brand new XM Institute website. The integration of this blog is just one of many very cool features of the XM Institute’s new “home.” I’m very excited!

Brands 30

Brands Customer Experience Customers 30

delighted

NOVEMBER 10, 2021

The Qualtrics XM Institute’s study on NPS as a global metric breaks down where you may want to use a metric other than NPS. Instead of aiming for a global goal, set individual targets per market. Also consider if your current core benchmark metric, such as NPS, is appropriate for use worldwide.

Survey 86

Survey Net Promoter Score Feedback Effort Score 86

Seaton CX

FEBRUARY 19, 2024

“To effectively drive decision-making using CJMs,” says the XM Institute, “companies must first develop rich, detailed personas that are based on in-depth qualitative customer research.” For the work-from-home customer, an outage hits them in the wallet with missed deadlines, lost wages, and burnt PTO days.

Customer Journeys 59

Customer Journeys Customers Customer Experience Customer Centricity 59