Blog
Establishing an EX Center of Excellence to Drive HR Impact
Organizations looking to mature and scale their employee experience programs often establish an employee experience (EX) Center of Excellence (CoE). This post outlines the purpose, responsibilities, and activities of an effective EX CoE.
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The Three Core Functions of a CX Center of Excellence
Organizations looking to mature their customer experience programs often establish a CX Center of Excellence (CoE). This post describes the three specialized functions of a strong CX CoE and common activities within each one.
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The Top XM Institute Content of 2024
In this blog post, we look back at the most popular pieces of content XM Institute published in 2024.
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Blog
What Will Generative AI Mean for Your XM Efforts?
Generative AI will be transformational, despite its short-term overhyping. Experience Management professionals need to plan around its capabilities in data summarization, pattern recognition, content personalization, and conversational interfaces.
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Blog
The Path to Building a Modern Digital CX Program
While many organizations have some basic Digital CX elements in place, these programs are not yet optimized for the Digital-first Business Era. In this post, we break down the path they should follow to modernize their Digital CX efforts.
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The Top XM Institute Content of 2022
To celebrate the end of 2022, we are highlighting our top 21 pieces of content from the last year.
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Blog
Accelerate B2B CX Programs with Robust Governance, Listening Portfolios, and Engaged Employees
In this post, we examine the current state of B2B CX program maturity, which is (slowly) improving. To help B2B firms accelerate their CX efforts, we identify 3 categories of activities they should focus on, with specific recommendations under each.
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Best of XM Institute Content: Q3 2022
In this blog post, we look back at the most popular pieces of content XM Institute published in Q3 of 2022.
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The Five Essential Elements of CX Program Governance
Organizations do not become customer-centric overnight. To coordinate all the efforts that catalyze CX-centric change, organizations need a strong governance model. In this post, we explore the five key elements of CX program governance.
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