CX professionals understand the difficulties in expanding existing programs: organizational silos, by-in from leadership, sunsetting older programs… It’s a stressful task. However, a recent study by the Qualtrics XM Institute discovered that programs successful at expanding throughout their company have a common “cycle” to how they operate. Host Steve Walker welcomes Ben Granger, the principal XM catalyst at the Qualtrics XM Institute to discuss the “XM Diffusion Cycle,” a “set of techniques that allow organizations to strategically expand [experience management].”
A resource for customer experience (CX) and experience management (XM) professionals. 
