It’s been another whirlwind of a quarter for us, and we have some fantastic new Experience Management resources to show for it! So in this post, we’re highlighting our top long-time resources, the up-and-coming favorites among XM pros, and a few special new pieces of content that will help you close your 2024 out strong.

These resources join nearly 800 resources housed in the XM Library. If you’d like to stay up-to-date on all of XM Institute’s insights, we recommend signing up for daily or weekly email alerts, which will let you know whenever we publish new content.

The Rising Stars: Most Popular Content of Q3

Here are our four most popular pieces of content from Q3 2024:

• Introducing Journey-Centric Experience Management (Research). At the start of this quarter, we dove into Journey-Centric Experience Management (JCXM), defined as “an approach that aligns XM efforts around journeys to maximize their impact on business and experience outcomes.” This research report explains the benefits of using journeys as a lens for improving experiences and then breaks down the three shifts organizations need to make to move toward JCXM. It also highlights key enablers of this shift and recommended steps for implementing this journey-centric approach. Read more to understand how to achieve the full value of your Experience Management efforts.
  
• Introducing the Four Technology Pillars of an Effective XM Platform (Blog). The first article of our three-part series on XM Technology, this blog looks at XM as a discipline and the first element of the XM Operating Framework: Technology. Learn how XM can help organizations navigate today’s unpredictable business environment and the foundational elements of a successful, sustainable XM program. This blog will introduce the four technology pillars of a robust XM Platform: Listen, Understand, Act, and Operate. See parts two and three of the series for a full understanding of how XM Technology will help scale and enable XM-centric practices across your organization.
• The State of B2B Customer Experience Management, 2024 (Blog). To understand how B2B organizations are performing in 2024, XM Institute collected data from Customer Experience (CX) practitioners who work at B2B companies. This blog post looks at the state of B2B CX Management in 2024 and compares these findings to the results we gathered in 2022. Read the article to see how B2B maturity has changed over the last few years along with takeaways and insights on topics like B2B CX governance structures and customer listening elements.
  
• Building an Ethical and Effective Passive Employee Listening Program (Blog). As we know from Qualtrics research, the majority of employees want to provide more frequent feedback. We explore the rise of passive employee listening using unsolicited data, how this can give way to more accurate and actionable insights, and the top concerns that employees have with passive listening. Based on these findings, we share a set of recommendations for creating an effective passive listening program, including building transparency into your programs, having opt-out opportunities, fostering organizational trust, and more.

The Unsung Heroes: XM Institute’s Favorite Content of Q3

Here are four of our favorite pieces of content we published in Q3: 

• The Technological Capabilities that Power an XM Platform (Blog). Second in our series on XM Technology, this article looks at the capabilities and features of an effective XM platform, broken out into four pillars: Listen, the capability to capture and aggregate XM data from various touchpoints and channels, Understand, the capability to transform XM data into actionable insights tailored to specific users, Act, the capability to drive impactful actions across an organization based on XM insights, and Operate, the underlying technical foundation enabling an XM platform to scale from small feedback programs to complex environments. Read the full post to understand which capabilities and features of each of these four pillars are necessary to maximize the value of your XM Platform.
  
• The Five Levels of Technology Maturity for XM Program (Blog). A late-quarter arrival in our XM library, this blog post is third and final in our series on XM Technology. Here we build on the information from the previous two articles to explore how an organization’s technological capabilities will evolve over time, evolving through 5 stages: Fragmented, Foundational, Unified, Integrated, and Transformational — check out the full post to learn the characteristics and obstacles organizations will encounter as their progress up this maturity ladder.
  
• How Building Trust Improves Patient Experiences at Healthcare Organizations and How the National Library of Medicine Uses Experimentation to Explore AI Applications (XM Discussions). This quarter, we revived XM Discussions, our conversations with XM professionals who are putting XM practices to work in specific, targeted ways. We kicked this series off with a conversation about AI piloting at a federal organization with over 100 years of records, and a second one examining the importance of measuring and promoting trust in the patient experience within healthcare organizations. Along with the video discussion, we’ve also included a full transcript of each conversation.
  
• The Gap Between Consumer Likelihood to Recommend and Their Behavior (Data Snippet). This data snippet scrutinizes a particularly popular measurement of customer loyalty: their likelihood to recommend. According to their own responses, consumers say they are likely to recommend a company to friends or family after an average of 86% of 5-star experiences; however, just 50% then say they actually shared feedback with friends or family after a very good recent experience – a 36-percentage-point difference. This insight highlights the difference between CX metrics like likelihood to recommend, which measure people’s perceptions and attitudes, and real consumer behavior.

The Heavyweights: All-Time Most Popular Content 

Since launching the website in the middle of 2020, a few of our resources – especially our more fundamental resources – have remained consistently popular quarter-to-quarter. Here are some of the most-read assets that we’ve ever published:

• How to Build a CX Program Roadmap (How-to Guide). Quickly rising to our most popular resources, this comprehensive how-to guide provides a step-by-step breakdown of how to create your customer experience (CX) program roadmap, an essential piece in aligning stakeholders and developing a set of actionable activities. We’ve created a guide for building an employee experience (EX) roadmap as well.
• What is Experience Management? (Multimedia). This short video explains the basics of Experience Management (XM) and the business case for investing in it. You can send this video to colleagues or leaders to provide them with a quick introduction to XM or watch it yourself as a refresher. If you are interested in more details, check out our Introduction to Experience Management Launchpad as well.
• CX Maturity: Assessment (Tool). We created this free assessment to help you evaluate your performance across the six XM Competencies and 20 XM Skills, which will help you determine your organization’s stage of maturity. This tool can then help you develop action plans to progress towards your CX goals. In addition, we have Digital CX, EX, and XM maturity assessments available.
  
• The Five Essential Elements of CX Program Governance (Blog). This long-standing blog post explores the five elements of a strong CX governance model, which is essential to guide CX-related decision-making, alignment, accountability, and conflict resolution for your organization. Check out the full article to learn more about the five elements: CX Core Team, Executive Sponsor, Steering Committee, Working Group, and CX Ambassadors.
  

The bottom line: We are looking forward to bringing you even more great content in Q4 and beyond!