Experience Matters Blog
Introducing 2023, The Year of Empathy
With all of the turmoil around the world, XM Institute is labeling 2023, “The Year of Empathy.” This post provides four practices to help Experience Management professionals and other leaders raise the level of empathy globally.
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Improving the Difficult Downsizing Experience
One of the measures that organizations may deploy when faced with uncertainty is downsizing, a difficult and emotionally taxing process that can have devastating impacts if not done properly. Here are some tips to ensure the most positive long-term outcomes.
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Examining U.S. Optimism Across Gender and Age
We examine the difference in optimism between men and women of different age groups in the U.S.
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Let’s Make GRATITUDE Go Viral
Gratitude is a critical element for human well-being, organizational success, and societal harmony. XM Professionals Network is focusing on this topic during November to help overcome negativity around the world. #PowerOfGratitude
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Using Journey Maps to Define Listening Posts
Journey maps allow you to connect the most important journeys for any type of experience. Even a basic map can be used to architect a more effective listening program. Starting mapping with the four W's: Why, When, Who, and What.
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African Americans Have Lower Well-Being, and Employers Make it Worse During COVID
This blog post looks at data from our consumer studies which shows that African Americans' overall well-being declined dramatically in 2020. It also shows that they are less satisfied with their employers' response to COVID compared to other groups.
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Five Leadership Principles for Truly Driving More Diversity and Inclusion
How can organizations become more inclusive and diverse? This blog post introduces five principles leaders can follow to attack ongoing company biases and enact meaningful changes. It also offers advice on how to raise our collective humanity.
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Use the Human Conversational Model to Create Engaging Contact Center Interactions
Human beings naturally bond with one another through conversations. This blog post explores how organizations can deepen their relationships with customers by designing contact center interactions that mirror key elements of everyday conversations.
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Consumers’ Online and In-Person Plans as the U.S. Heads Back to Business
As COVID restrictions are loosening and business begin reopening in the U.S., we sought to understand people’s current mindsets by asking 10,000 U.S. consumers questions about their attitudes and activities. This blog post summarizes our findings.
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Largest Drop In U.S. Well-Being Since 2012 Hits Females Hardest
XM Institute’s U.S. well-being index sees its most significant drop since tracking started in 2012. The largest decline occurred amongst older females, who feel much less financially secure.
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