XM Knowledge Base
How IT executives can shape the future of employee experience
IT has long been a key component of employee experience. Since the pandemic, it’s taken center stage with IT executives driving job enablement and productivity through world-class technology experie...
By Catherine Thurtle
2020 XMI customer ratings benchmark data is live
Do you want to find out how your industry ranks for customer experience (CX)? Are you interested in benchmarking your CX performance for comparing to companies like your own? To help your business ...
By Adam Lang
Three phases for heading back to business
Originally published on Forbes.com I’ve studied human behavior for decades, examining how people respond to their environment as customers, employees, and leaders. Humans are amazingly resilient...
By Bruce Temkin
How ready are we to work from home?
The COVID-19 pandemic is rapidly changing the way we work. The U.S. federal government first issued nationwide social distancing guidelines on March 16. Employers that could encouraged their employees...
By Qualtrics
Listening is more important than ever: Qualtrics is now offering its survey software for free
Over the past several weeks, our world has changed and we are all adjusting to a new normal. With the evolving situation surrounding COVID-19, organizations and governments are taking unprecedented st...
By Qualtrics
4 ways to build a positive experience for teams new to remote work
We’re working in a brand new normal, and we all have to get the experience right. At Qualtrics, to limit the spread COVID-19, we have implemented Mandatory Work from Home across our 25 global off...
By Qualtrics
What’s the future of customer experience?
As we look forward, which best practices are CX leaders adopting, and what are the factors and forces that will shape CX in the years to come? The future of CX is XM We believe that the future of cu...
By Daniel Saunders
The Most Common Reasons Customer Experience Programs Fail
Most customer experience (CX programs) are positioned as strategic, but quickly veer away from business objectives and become simply about tracking CX metrics. Time passes slowly, data continues to mo...
By Ryan Smith - Founder & Executive Chairman, Webb Stevens
Subscribe to the Experience Matters blog
Stay up to date with the latest XM thought leadership, tips and news.