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

The Global State of XM

The Global State of XM

Released: July 14, 2020 6:00 am

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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It’s About People

It’s About People

Released: June 30, 2020 6:00 am

As the CX industry continues to evolve, we learn more about the importance of a holistic experience across several aspects of the company – the new “experience management”, or “XM”, model. An important piece of XM is the relationship of how the employee experience drives the customer experience. Host Steve Walker welcomes guest Shane Green, a keynote speaker, consultant, television personality, and author of “Culture Hacker: Reprogramming Your Employee Experience to Improve Customer Service, Retention, and Performance” for a discussion on how the employee experience affect the customer experience.

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How CX is evolving into XM

How CX is evolving into XM

Released: June 2, 2020 6:00 am

The customer experience space has experienced a "renaissance" in recent years but now there's a new practice that seems to be taking the spotlight: experience management. Host Steve Walker welcomes guest Drew Hall, vice president of advisory services and certified customer experience professional, for a discussion on how experience management - or "XM" - is a more holistic way to view how the customer experience is affected by the experiences of ALL aspects of the organization.

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Experience Management 101, Part 1

Experience Management 101, Part 1

Released: December 3, 2019 6:00 am

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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Empowering CX with Actionable Information

Empowering CX with Actionable Information

Released: September 11, 2018 6:00 am

In the fourth episode of the CX technology series, Steve discusses the perspective from the technology provider with Kirk Baetens who is a global partner manager for Qualtrics, a world-class provider in experience management software and Walker’s technology partner.

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