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

Next-Level CX

Next-Level CX

Released: September 1, 2020 • Episode #131

In their latest report, "Next-Level CX for B2B Companies," Walker teamed up with the Qualtrics XM Institute to assess the current state of B2B CX. Host Steve Walker welcomes back guest Dr. Troy Powell to discuss the report, highlighting findings of low CX maturity in B2B companies, and how CX leaders can align CX programs and design truly exceptional customer experiences.

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The Global State of XM

The Global State of XM

Released: July 14, 2020 • Episode #125

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.

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Experience Management 101, Part 2

Experience Management 101, Part 2

Released: December 10, 2019 • Episode #96

In the second part of a two-part series on the basics of experience management, or "XM," Steve welcomes back Aimee Lucas from the Qualtrics XM Institute to discuss the six competencies CX leaders need to have to maximize their experience management efforts: lead, realize, activate, enlighten, respond, and disrupt.

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Experience Management 101, Part 1

Experience Management 101, Part 1

Released: December 3, 2019 • Episode #95

Experience Management, or “XM”, is a newer term in the area of customer experience and CX professionals will certainly be hearing more about how XM will impact their programs. Steve welcomes Aimee Lucas from the Qualtrics XM Institute to provide an overview of experience management and how it impacts CX professionals’ efforts within their companies.

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