CSM Magazine

NOVEMBER 1, 2022

Qualtrics XM Institute surveyed more than 33,000 consumers across 29 countries to understand what is driving the current consumer mindset as the economy pushes people to make tough decisions on where and how they spend their money.

2023 98

2023 Consumers Airlines Loyalty 98

Doing CX Right

SEPTEMBER 26, 2022

Bruce Tempkin, head of Qualtrics Experience Management (XM) Institute, explains 6 rules for leaders to "boost inertia" and radically improve customer service, employee satisfaction, and all human experiences at scale. The post Leading Experience Management During Uncertain Times appeared first on Doing CX Right.

Management 64

Management Customer Service Customer Centricity Customers 64

Experience Matters

FEBRUARY 4, 2020

I’m thrilled to have Ben Granger join our Qualtrics XM Institute team and contribute to this blog. Today, I am excited to announce that I have officially joined the Qualtrics XM Institute! I am joining a fantastic team of XM researchers and visionaries. And this space is hotter than it’s ever been!

Employee Experience 71

Employee Experience Blog 71

Heart of the Customer

MAY 21, 2021

According to the XM Institute, when the emotional experience is rated highly, 76% of customers are promoters. It’s hard to overstate how much building an emotional connection with customers matters. When it’s rated low, only 6% are. But if […].

Connections 78

Connections ROI NPS Customers 78

delighted

JULY 13, 2021

Guest contribution by Benjamin Granger, Head of EX Advisory Services I Adjunct Faculty at the Qualtrics XM Institute. He has over a decade of experience building Experience Management (XM) programs across the globe and leads research initiatives within the Qualtrics XM Institute. About the XM Institute.

Metrics 98

Metrics Measurement Leadership Feedback 98

Experience Matters

APRIL 6, 2020

XM Institute is launching the XM Professionals Network Online Forum, (XMPN Online). The goal is to help XM professionals around the world connect with each other, learn from each other, and tap into the latest thinking from the XM Institute.

Connections 78

Connections Customer Experience Customers 78

Experience Matters

MARCH 9, 2020

Watch Bruce Temkin and Isabelle Zdatny from the Qualtrics XM Institute discuss Experience Management. The post XM Fireside Chat: Experience Design With Bruce Temkin And Isabelle Zdatny appeared first on Experience Matters.

Management 103

Management Customer Experience Customers 103

delighted

JUNE 22, 2021

Guest contribution by Benjamin Granger, Head of EX Advisory Services I Adjunct Faculty at the Qualtrics XM Institute. He has over a decade of experience building Experience Management (XM) programs across the globe and leads research initiatives within the Qualtrics XM Institute. About the XM Institute.

Engagement 66

Engagement Net Promoter Score Leadership Measurement 66

Experience Matters

OCTOBER 24, 2018

Together, our goal is to create the world’s premiere center of excellence for all things experience management (XM). The Institute will create industry benchmarks, drive groundbreaking thought leadership, and guide ongoing program optimization for customers. As part of the acquisition, I will be leading the Institute.

Leadership 111

Leadership Innovation Management Customer Experience 111

Experience Matters

DECEMBER 23, 2019

The XM Institute has published new research that examines the impact that customer experience has on the loyalty of U.S. consumers across 20 industries. You can download these reports for free: The ROI of Customer Experience.

ROI 110

ROI 2019 Download Consumers 110

Heart of the Customer

JULY 3, 2021

Research from CustomerThink, Forrester, Pointillist, and the XM Institute agree: Few CX programs can prove that their work matters to business outcomes. This reminds me of a story from my college days. I was visiting my buddy Rick, and we went down to the rec room in the basement of his dorm to shoot some […].

Customer Satisfaction 88

Customer Satisfaction Customers Customer Experience 88

Experience Matters

MARCH 6, 2020

The XM Institute has published new research that examines the current state of employee experience (EX) management programs and the mindsets, skills, and actions required for employee experience (EX) excellence. You can download both of these reports for free: The State of EX Management Programs, 2020.

Management 84

Management Download 2020 Employee Experience 84

Experience Matters

JULY 12, 2019

Our team joined Qualtrics last October to create the XM Institute, and one of the great things that we’ve found is that there are many people across Qualtrics who are experts in different aspects of Experience Management (XM). The post Talking Employee Experience and XM With Ben Granger appeared first on Experience Matters.

Employee Experience 105

Employee Experience Management Customer Experience Customers 105

Experience Matters

DECEMBER 30, 2019

I collaborated with our XM Institute faculty (Aimee Lucas, Ben Granger, Isabelle Zdatny, and Moira Dorsey) to pull together a picture of where we think XM will be heading in 2020. Looking Back At 2019 In the Global State of XM research, we found that senior executives around the world recognize the importance of XM.

2020 78

2020 Insights 2019 Management 78

Experience Matters

OCTOBER 29, 2019

Earlier today, I led an roundtable discussion at SAP Select in Berlin entitled “Become a XM Transformation Leader.” If you want the benefits of Experience Management (XM), then you will need to lead a transformational journey across your organization. By adopting what the XM Institute Read More.

Insights 75

Insights Management Customer Experience Customers 75

Experience Matters

APRIL 22, 2019

As you have hopefully seen, I’m now running the Qualtrics XM Institute, where we will be producing easy-to-consume, compelling content and training that both inspires business leaders with experience management (XM) possibilities and helps them drive value from their programs.

Consumers 77

Consumers Management Customer Experience Customers 77

Help Scout

JUNE 22, 2021

Qualtrics XM Institute ). Nearly 80% will forgive a bad experience if they rate the service team as “very good.”) ( Qualtrics XM Institute ). Qualtrics XM Institute ). Qualtrics XM Institute ). The Human Resource Institute estimates that turnover costs about $10k-$15k for a frontline employee.

Customer Service 129

Customer Service Social Media Poor Customer Service Consumers 129

CX University

FEBRUARY 1, 2024

Banks and financial institutions have implemented various security measures to ensure the safety of online banking, including strong password requirements, two-factor authentication, data encryption, and continuous account monitoring.

Banking 59

Banking Customer Experience Financial Measurement 59

Qualtrics

DECEMBER 10, 2020

Experience management (XM) is the discipline of using experience data and operational data (X + O data) to measure and improve every interaction that people have with your company. XM has become an organizational habit by which companies don’t simply sell goods and services – they deliver end-to-end experiences. X + O data.

Management 52

Management Employee Experience Culture Social Media 52

Experience Matters

JANUARY 21, 2020

The XM Institute is kicking off the year with a research bang. In a previous post, I mentioned two reports from late last year that show the business value of CX, The ROI of CX and What Consumers Do After a Bad Experience. These reports are based on a survey of 10,000 U.S.

Consumers 80

Consumers Feedback Insurance Airlines 80

Qualtrics

FEBRUARY 20, 2020

You’ll find it all at X4 – stories from the brands using XM to deliver breakthrough results, thought leadership from the best in the business, and an inside look at the tech helping XM professionals reach new heights in employee experience. Take your XM program to a new level with world-class thought leadership. Don’t measure.

2020 32

2020 Government Employee Experience Leadership 32

Qualtrics

FEBRUARY 18, 2020

You’ll find it all at X4 - stories from the brands using XM to deliver breakthrough results, thought leadership from the best in the business, and an inside look at the tech helping organizations modernize their market research. What’s new in XM? Take your XM program to a new level with world-class thought leadership.

2020 29

2020 Marketing Government Leadership 29

Qualtrics

DECEMBER 22, 2020

Discover why universal human behavior traits are key to a successful XM activation. Experience management (XM) is becoming increasingly vital to organizations’ long-term business success. Why human behavior is important to XM. Consequently, neglecting the human-side of XM is a huge and costly mistake. Taking action.

Management 49

Management Connections Interaction Employee Experience 49

delighted

MARCH 15, 2023

In fact, recent data from the XM Institute shows that consumers are 2.6x There’s no question that the experiences customers have with your brand make an impact on your bottom line. more likely to purchase after a 5-star experience than after a 1- or 2-star experience. What’s more, they’re 3.7x

Feedback 92

Feedback NPS Metrics Customer Expectations 92

Qualtrics

NOVEMBER 5, 2020

To help your business understand its CX performance and how it compares to companies in your industry, Qualtrics XM Institute released the second annual XMI Customer Ratings. This is the second year the Ratings are being published by the XM Institute, continuing the publication of the Temkin Ratings. Get Started.

Net Promoter Score 49

Net Promoter Score 2020 NPS 2019 49

Qualtrics

JANUARY 29, 2021

Professionals who have become experience management (XM) experts in the last 10 or 20 years have often drawn on the building blocks of other experiences to get to where they are today. As part of our series on CX visionaries , we interviewed Aimee Lucas, XM Catalyst with the XM Institute. On building a culture around XM.

Sports 26

Sports Culture Leadership 2012 26

Qualtrics

MAY 7, 2020

The XM Institute has just published a new report, The Global State of XM, 2020. We found that: There’s a clear benefit to having strong XM skills. Of respondents who rated their XM performance above average for their industry, 89% report revenue growth that was better than industry competition in the previous year.

2020 26

2020 Download Insights Technology 26

delighted

JANUARY 12, 2021

The Net Promoter Scores used to compile these 20 industry benchmarks were independently sourced by the Qualtrics XM Institute (formerly Temkin Group). Over 10,000 consumers were polled on hundreds of companies to calculate these benchmarks.

NPS 64

NPS Net Promoter Score Fashion Retail 64

Qualtrics

DECEMBER 9, 2020

As we look ahead, to remain competitive over the next decade businesses will realign their operations around XM by embedding these same CX capabilities across every core business pillar - customer, employee, product, and brand. Modern XM is about moving from measurement to action. Iconic brands finding a competitive advantage with XM.

Competitive Advantage 32

Competitive Advantage Brands Government Financial 32

Qualtrics

FEBRUARY 10, 2020

These chat logs can then be brought into the XM Platform alongside feedback from other listening channels. XM Institute Benchmarks. It puts the people closest to your customers, products and organization at the heart of your XM program and helps you develop more engaged employees. Any channel, any time.

2019 58

2019 2020 Feedback Insights 58

Qualtrics

AUGUST 9, 2021

Josh Lee, VP, Head of Digital CX, Fashionphile was joined by Bruce Temkin, CCXP, XMP, Director of Qualtrics XM Institute to discuss the trends shaping consumer experience and what they mean for brands. At the heart of the discussion was how we use data to design and improve the customer experience. Meeting evolving customer needs.

Consumers 26

Consumers E Commerce Banking Brands 26

Experience Matters

AUGUST 15, 2019

One of the great things about now being a part of the XM Institute is that we can give it away for free. I’m particularly happy to announce a new research report, The State of CX Management, 2019. In the past, Temkin Group published similar research and we charged for the reports.

2019 48

2019 Management Customer Experience Customers 48

Qualtrics

NOVEMBER 19, 2021

That’s where Qualtrics XM Institute customer ratings help. Qualtrics XM Institute’s customer ratings provide a cross-industry, open-standard benchmark of customer experience. This is the third year the ratings are being published by the XM Institute. Standout findings for XMI customer rating benchmarks.

2021 26

2021 Net Promoter Score NPS 2019 26

Qualtrics

FEBRUARY 18, 2020

You’ll find it all at X4 - stories from the brands using XM to deliver breakthrough products , thought leadership from the best in the business, and an inside look at the tech helping organizations turn products into obsessions. Bruce Temkin, Director of the XM Institute. 13:30-13:50 // Weds, March 11 // XM Institute Theater.

2020 29

2020 Leadership Events Automotive 29

CSM Magazine

JUNE 19, 2022

Furthermore, according to Qualtrics XM Institute , businesses globally stand to lose $4.7 Bad customer experiences obviously damage existing customer relationships, but they can also endanger potential opportunities and erode your bottom line. trillion in consumer spending due to poor customer experiences.

Social Media 98

Social Media Customer Relationships Poor Customer Service Retail 98

Qualtrics

FEBRUARY 20, 2019

Today, he heads up the XM Institute TM at Qualtrics®, with the goal of making it the world’s premier center of excellence for all things experience management. On joining forces with Qualtrics and the XM Institute. We’re helping companies to understand and operationalize XM”. Book Your Place.

2002 30

2002 B2B Culture Events 30

Qualtrics

FEBRUARY 17, 2020

You’ll find it all at X4 – stories from the brands using XM to deliver breakthrough results, thought leadership from the best in the business, and an inside look at the tech helping EX professionals reach new heights in employee experience. Ben Grainger, Principal XM Catalyst, XM Institute.

Employee Experience 29

Employee Experience 2020 Leadership Events 29