There’s a saying that “all good things must come to an end.” Sometimes, however, the end is really the start to something much better—which is the case with the Experience Matters blog. This is the last post on the current isolated platform, as this blog will be integrated into a brand new XM Institute website. We’re not stopping the blog; it’s just moving to xminstitute.com/blog. I’m very excited! The integration of this blog is just one of many very cool features of the XM Institute’s new “home.” If you want to hear about all of the great elements of the Read More ... The post Goodbye Experi ..read more

I recently hosted a webinar “Experience Management in Uncertain Times: Tips for the CIO.” We had a great panel discussion with Michael Golz, Chief Information Officer of SAP Americas along with Tim Greulich, Managing Director, XM Practice Leader and Kashif Rahamatullah, Principal from Deloitte. The discussion centered around how IT leaders can and should think about Experience Management (XM), especially given all of the recent COVID-driven changes to customers and employees. I won’t try and recap the entire discussion (you should watch the webinar), but here are some of my top of mind thought ..read more

Note from Bruce Temkin: This post is one of many written by thought leaders besides me. I’m excited to introduce you all to Juliana Smith Holterhaus, a leader in digital experience for Qualtrics. As companies across industries face unique challenges from the pandemic, there’s a common theme in their response: embrace digital. In this rapidly changing environment, just about every organization and industry has needed to ramp up its digital capabilities. For instance, we found a surge in: Virtual events. Adobe pivoted to a 100% Digital Summit, in their words “the digital experience conference ha ..read more

In my previous post, I identified five strategies for leaders to combat discrimination within their organizations. That was the start of Qualtrics XM Institute’s efforts to eliminate discrimination. One of the other ways that we can hopefully drive improvements is to use our research to shine a light on some of the issues. Given that reports have shown that COVID-19 is disproportionately affecting communities of color in the United States, we decided to look at two recent data-oriented posts with a new lens, differences across self-reported ethic groups. African Americans’ Well-Being Dramatica ..read more

The deaths of George Floyd, Breonna Taylor, Ahmaud Arbery, and others have sparked a renewed outrage against racial inequality around the world, leading many organizations to consider changes to how they operate. That’s great, but I’ve seen too many of these situations create an immediate response with no lasting change. I don’t have answers for solving deep injustices in broader society, but I want to apply what I’ve learned to help organizations become more inclusive and diverse. Hopefully this post will help.  #BlackLivesMatter! I want to start by making my personal position clear: we ..read more

Human beings are naturally social, and one of the fundamental ways that we build rapport and bond with other people is through conversations. Organizations can tap into our innate affinity for engaging conversations to deepen relationships with their customers by designing interactions that mirror the key elements of compelling everyday conversations.  To help organizations do this, we created The Human Conversational Model, which we’ve previously applied to digital interactions. This post explores how that framework can be applied in contact centers to facilitate more productive and emot ..read more

As many part of the U.S. loosen their COVID restrictions, many businesses are heading into the Explore phase, the first of three phases of recovery that I’ve previously defined.  To understand consumer mindset entering into this new phase, we asked 10,000 U.S. consumers a number of questions about their attitudes and activities. Health Concerns And Trusted Information Sources We wanted to understand how consumers feel about their personal health risk and where they turn for information. As you can see in the two charts below: Consumers are worried. About two-thirds of consumers are at lea ..read more

To understand the impact that COVID is having on employees, we surveyed more than 5,000 U.S. employees. While 11% have been laid off or temporarily furloughed, the remaining employees provided feedback on their COVID work environment. We found that: Most people are working from home. Sixty percent of employees report that they’re working from home, and 31% have started to work from home for the first time. There’s a small drop in effectiveness. Twenty-nine percent of employees report that they have been less effective at doing their job since the outbreak of COVID, while a slightly smaller 24 ..read more

U.S. well-being drops the most since 2012, driven by older females who feel much less financially secure. The post Largest Drop In U.S. Well-Being Since 2012 Hits Females Hardest appeared first on Experience Matters ..read more

Engaged employees make a big difference inside organizations because of the higher level of commitment and contribution they bring to their work. However, many organizations still struggle to manage employee experiences in a manner that results in engaged employees. In the XM Institute’s recent best practices report, Three Shifts for Employee Experience Success, I highlighted three ways companies should be adapting their mindsets and actions when it comes to delivering experiences that raise employee engagement. Those shifts are: From functional job execution to purpose-led empowerment. Rather ..read more