xm-institute global-state-of-xm-2020 
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. As we looked across the different elements we were expecting to see, an overall theme for 2020 emerged… The Year Of Insightful Actions.
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. Strong XM prioritizes customers. In comparison, XM laggards are more likely to focus on “meeting or exceeding profit goals.”. and the U.S.
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Magellan Solutions
APRIL 19, 2023
In 2022, the State of the Connected Customer surveyed almost 17,000 consumers globally and reported that 88% of them consider the experience a business offers to be as vital as its products and services. In order to keep up with the changing needs, improving customer service in insurance is one of the top priorities of businesses.
ClearAction
OCTOBER 25, 2022
Within the first two years, we saved enormous time and money for employees, customers, partners and investors. This led to substantial gains in trust, lifetime value, and ongoing growth. What’s the point of customer experience management, ultimately? To maximize value to customers, employees, partners, and investors. How is value maximized?
Qualtrics
MARCH 22, 2021
One that meets each organization where they are at, flexing to adapt to each company’s current state. The business and social imperative for the inclusion of diverse talent has been well established for many years. We have worked with companies and DEI experts across the globe to build a validated solution.
SurveySensum
JULY 14, 2020
Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. Here is a list of 150 Global Customer Experience Thought Leaders and Influencers who have taken Customer Experience to the whole new level. The Super-Heroes of Customer Experience are here! LinkedIn : [link].
Storyminers
JULY 6, 2020
As the author of Be Your Customer’s Hero, the founder of the popular Customers That Stick® blog, and the co-host of the Crack the Customer Code podcast, Adam regularly shares his customer experience and customer service insights with a global audience. Thought leaders come in all shapes and sizes. Adrian Swinscoe.
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