Experience management, or “XM”, is more than just a “buzzword.” It’s a holistic approach to experience across the organization that includes customers, employees, products, and brand. The Qualtrics XM Institute recently published a report on how XM is being adopted worldwide. Host Steve Walker welcomes Moira Dorsey, principle XM Catalyst at the Qualtrics XM Institute to discuss the findings of the report.
A resource for customer experience (CX) and experience management (XM) professionals. 
Episodes tagged “report”
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.
Steve and guest Troy Powell, Ph.D. and vice president of statistical solutions at Walker Information, discuss the importance of speed in your customer experience efforts.
Steve and guest Melissa Meier, a certified customer experience professional and vice president at Walker Information, continue the discussion of the recently published report "Customers 2020: A Progress Report" by describing about how companies can make it easy for their customers to do business.
Steve discusses the importance of personalization from the recently released Walker research, "Customers 2020: A Progress Report" with guest Brad Harmon, a certified customer experience professional and vice-president of consulting services for Walker.