Experience Matters Blog
Employee Experiences in High-Performing Organizations
Qualtrics benchmark research shows that high performing organizations exceed global averages on employee strategic alignment, trust in leadership, personal agency and resilience as they adapt to change.
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What Will Generative AI Mean for Your XM Efforts?
Generative AI will be transformational, despite its short-term overhyping. Experience Management professionals need to plan around its capabilities in data summarization, pattern recognition, content personalization, and conversational interfaces.
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Four Principles for Action-Centric Dashboard Design
CX dashboards are a critical tool for driving customer-centric decisions, but many organizations today assemble the data haphazardly, making it hard for users to understand & act on. Here we introduce a new approach to designing action-centric dashboards.
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XM Discussions: Leading Through Uncertainty with American Express
In this video, Luis Angel-Lalanne, VP of Customer Voice at American Express shares his experience leading through uncertainty using experience management.
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The ABCs of Employee Experience Action Planning and Six Roadblocks to Avoid
Activating frontline leaders to take action on experience insights is hard work. We offer a simple ABC framework to help managers respond in a way that is action-oriented, business-relevant, and conversation-based.
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Conversational Analytics Are Transforming Contact Centers
Contact centers rely on a sample of interactions for customer experience metrics and agent coaching. Conversational analytics will transform their operations by enabling companies to immediately act on insights from every interaction.
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Build Four Action Loops to Respond to Insights
Experience management programs traditionally focus on inner loop and outer loop responses. However, modern XM efforts need to build four action loops: Immediate Response, Continuous Improvement, Process Integration, and Strategic Decision-Making.
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Should You Tie Bonuses to Employee Experience Metrics?
Compensating managers and leaders for improvements in EX metrics may incentivise desired behaviors, but a poorly executed bonus program may result in rewarding the wrong behaviors and have an unintended negative impact. We provide tips on how to get this...
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Five Guiding Principles of Customer Recovery and Closing the Loop
Everyday negative experiences add up and erode customer satisfaction. Resolving them is a business imperative, and, when done very well, can even be brand-building. This post outlines 5 principles that all organizations can use to close the loop.
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Advice for Propelling Your Net Promoter Score Program
Net Promoter Score (NPS) programs typically progress through four stages, with an increasing focus on taking action that drives more value. We share 9 recommendations for propelling your NPS efforts.
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