Experience Matters Blog
Tag: COVID/Economic Recovery
Five Lessons Learned About Pivoting In-Store CX During Times of Uncertainty
Economic downturns cause heightened emotions, pressured budgets, and new customer behaviours. We share five lessons on how multi-site retail managers should adjust their customer experience agendas during disruptive times.
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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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Experience Management Leaders’ Stock Price Outperformed Peers Through COVID
We examined stock price changes during the COVID period of 2020 and 2021 and found that Experience Management (XM) leaders dramatically outperformed XM laggards during that period. That’s because XM provides agility to sense and respond to change.
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U.S. Well-Being Increases for Everyone Except Hispanics
9,000 U.S. consumers told us about their happiness, health, and financial security.
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Create More Actionable Insights With Employee Journey Analytics
Employee experience efforts typically gain insights from analyzing individual touchpoint feedback. To gain a richer understanding into what drives employee behaviors and attitudes, organizations should adopt employee journey analytics.
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Introducing 2022, The Year of Agility
In 2022, companies must prepare for an unpredictable environment, which is why we’re calling it “The Year of Agility.” To thrive in this environment, tap into Experience Management (XM) capabilities.
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Which Employees Are Looking for a New Job?
People talk about “The Great Resignation,” but who’s actually looking for a new job? XM Institute data shows that B2B sales reps, executives, medical professionals, and factory workers have increased their job searching the most.
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Global Consumer Study On Experience, Loyalty, and COVID
To understand current consumer behaviors and attitudes, we asked over 17,000 consumers from 18 countries around the world about their experiences. In this post, we provide an overview of the study and share interesting findings.
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Three XM Recommendations for 2021: The Year of Positivity
XM Institute calls on Experience Management (XM) professionals to make 2021 the year of positivity. As we approach post-COVID normalcy, XM will be critical. Follow our three recommendations to break outdated XM habits.
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Seven Bold Experience Management Moves for 2021
During 2021, organizations will enter into what we call the “Reorient” phase of the recovery. Don’t try and re-establish your Experience Management programs. Instead, take seven bold moves to prepare for the future.
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