Happy CX Day 2024!
Today is the eleventh annual CX Day, which is an opportunity to celebrate great customer experiences and the people who work hard to deliver them.
This year’s theme, “Good CX Delivers Better Outcomes for Customers, Employees, and Organizations,” highlights a challenge we see many CX professionals wrestle with – namely, connecting their CX efforts to the results other executives and stakeholders really care about. Whether that’s better employee outcomes for HR teams, improved brand perception for marketing teams, reduced risk for legal and operational teams, or stronger financial results for executives. If we can’t clearly demonstrate how CX contributes to these broader goals, we’ll likely struggle to secure the buy-in and resources we need to bring our CX vision to life.
However, making this connection is not easy. XM Institute research shows that 71% of CX practitioners rate their programs as weak or very weak in the Realize Competency, which is about tracking and ensuring that CX efforts achieve well-defined business objectives.
A Blueprint for CX Success
To help CX professionals (and all XM professionals!) articulate and realize value from their efforts, we put together The Experience Management Handbook: Blueprint for Building and Maturing a Successful XM Program. This Handbook provides a one-stop resource for all XM Institute’s foundational content and models, equipping you to build a program that is able to consistently deliver positive outcomes for your customers, employees, and business.
In this Handbook, you’ll find guidance on:
- What is Experience Management?
- Why should organizations invest in XM?
- How to build a successful, sustainable XM program
- What XM maturity looks like
- The future of Experience Management
The bottom line: Happy CX Day!
