A resource for customer experience (CX) and experience management (XM) professionals.
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Episodes tagged “XM Institute”

The State of CX Management in 2021

The State of CX Management in 2021

Released: January 11, 2022 • Episode #199

Fresh into a new year is often a good time to look at how customer experience is progressing within companies. The XM Institute has recently published their report, "The State of CX Management" which examines the CX efforts and maturity of several companies. Host Steve Walker welcomes back Moira Dorsey from the XM Institute to discuss the findings from the report.

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Once Upon a Time…

Once Upon a Time…

Released: August 24, 2021 • Episode #180

When we talk about “experiences” it’s often from a holistic point of view – through the lens of “experience management”, or “XM.” But how do you connect the customer with the employees, or the employees with the brand? One way is through the use of storytelling, which can be particularly effective in building empathy and understanding. Host Steve Walker welcomes Bruce Temkin, head of the XM Institute, for a discussion on how storytelling can build customer empathy and lead to better customer experience.

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The State of CX Management

The State of CX Management

Released: October 22, 2019 • Episode #89

The Qualtrics XM Institute released their report “The State of Customer Experience Management, 2019” which assesses how companies are doing with their CX efforts. Guest host Pat Gibbons welcome Isabelle Zdatny from the XM Institute to discuss their findings and some of the key takeaways from the report.

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