$3.8 Trillion of Global Sales are at Risk Due to Bad Customer Experiences in 2025

We estimate sales at risk globally based on how consumers cut spending after bad experiences and world consumer spending data.

The Five Levels of Technology Maturity for XM Programs

An XM Platform is a mission-critical technology to help organization’s navigate today’s challenging business environment. Here we explore how its capabilities evolve over time, progressing through five levels of Technology Maturity for an XM Program

The Technological Capabilities that Power an XM Platform

An XM Platform is a mission-critical technology to help organization’s navigate today’s challenging business environment. Here we explore the core capabilities and features an XM Platform needs to effectively scale and enable its XM practices.

Introducing the Four Technology Pillars of an Effective XM Platform

An XM Platform is a mission-critical technology to help organization’s navigate today’s challenging business environment. In this article, we introduce the four pillars of an effective XM Platform: Listening, Understand, Act, and Operate.

The State of B2B Customer Experience Management, 2024

XM Discussions: How the National Library of Medicine Uses Experimentation to Explore AI Applications

We examine NLM’s approach to AI, particularly how it has incentivized a culture of experimentation, where people test out AI solutions to uncover opportunities for accelerating and scaling their activities.

Exploring Success, Effort, and Emotion for 23 Industries (2019-2023)

US consumers evaluate three dimensions of customer experience: success, effort, and emotion, across organizations in 23 industries from 2019 - 2023.

NPS Starts to Stabilize in the Wake of the Pandemic

In this blog post, we examine the average Net Promoter Score (NPS) of 22 industries and compare these results to previous years. This data is based on our U.S. Consumer Study, where 10,000 respondents rate 351 organizations.

Getting Started: Integrating Digital into Your CX Efforts

To succeed in our digital-first era, CX programs must incorporate digital technologies, strategies, and capabilities into their CX efforts. Here we break down the 5 steps for getting started and share examples of CX-digital partnership opportunities.

The Evolution to Modern Experience Management

Experience Management (XM) is evolving from Passive Market Research to Embedded Human Empathy. This post explores the future of XM and explains how to build the 3 capabilities of a Modern XM program that is capable of transforming your business.