Customer and Employee Trust Indices, 2025

Organizations, and especially businesses, that design experiences with trust in mind can differentiate themselves in a broader environment in which trust appears to be lacking. Build trust with customers and employees while the opportunity is available.

NPS Approaches Pre-Covid Rates

We share how NPS has changed across 20+ industries over 5 years, from 2019 to 2024, according to 10,000 US consumers.

Introducing 2025, The Year of Connection

We believe that building connections will be essential in 2025. Join us as we explore how to create Strategic, Operational, and Human Connections throughout the year!

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

Building an Ethical and Effective Passive Employee Listening Program

This post shares how employees feel about different passive listening methods and advice for organizations looking to use them.

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.