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XM Institute Research Reports

Temkin Group joined Qualtrics to create the XM Institute to help you design, deliver and mature your XM programs. You can access some of these reports here. For all research, tools and blog posts, XM Pros, XM training and certification, visit www.xminstitute.com.

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Employee Experience

The Global State of EX Management Programs, 2021

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Customer Experience

Global Consumer Loyalty Index

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Customer Experience

Global Study: ROI of Customer Experience

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Customer Experience

The State of CX Management, 2021

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Experience Management

State of the XM Profession

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Experience Management

The Six Laws of Experience Management

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Customer Experience

Advice for Propelling Your Net Promoter Score

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Customer Experience

Economics of Net Promoter Score, 2020

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Experience Management

Experience Management Maturity: Assessment

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Employee Experience

Human Biases: Design Worksheet

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Experience Management

Best Practices for Designing Survey Questions

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Customer Experience

ROI of Customer Experience 2020

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Experience Management

The Global State of XM, 2020

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Employee Experience

The State of EX Management Programs, 2020

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Employee Experience

Three Shifts for Employee Experience Success

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Customer Experience

CX in the Airline Industry

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Customer Experience

CX in the Automotive Industry

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Customer Experience

CX in the Banking Industry

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Customer Experience

CX in the Health Insurance Industry

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Customer Experience

CX in the Hotel Industry

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Customer Experience

CX in the Insurance Industry

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Customer Experience

CX in the Retail Industry

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Customer Experience

ROI of Customer Experience

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Customer Experience

Data Snapshot: How Consumers Give Feedback, 2019

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Customer Experience

Data Snapshot: What Happens After a Bad Experience, 2019

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Experience Management

The Global State of XM

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Customer Experience

The State of Customer Experience Management

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Experience Management

Operationalizing XM

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Customer Experience

State of Voice of the Customer Programs, 2019

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Customer Experience

Tech Vendor NPS & Loyalty Benchmark, 2018

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Customer Experience

eBook: Humanizing Customer Experience

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Customer Experience

ROI of Customer Experience, 2018

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Employee Experience

Employee Engagement Competency & Maturity, 2018

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Customer Experience

The Customer Journeys That Matter the Most

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Customer Experience

What Happens After a Good or Bad Experience, 2018

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Customer Experience

Making AI Customer-Centric

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Customer Experience

Propelling Experience Design Across an Organization

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Customer Experience

Fan Experience Benchmark: U.S. Professional Sports

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Customer Experience

The State of Customer Experience Management, 2018

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Customer Experience

2018 Temkin Experience Ratings, U.S.

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Customer Experience

State of the CX Profession, 2018

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Customer Experience

Data Snapshot: Customer Experience Expectations and Plans for 2018

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Customer Experience

Data Snapshot: Channel Preferences Benchmark, 2018

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Customer Experience

Lessons in CX Excellence, 2018

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Customer Experience

eBook: The Six Laws of Customer Experience

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Customer Experience

The State of Customer Experience Metrics, 2017

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Customer Experience

Five Steps for Building a Strong CX Metrics Program

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Customer Experience

2017 Temkin Loyalty Index

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Customer Experience

State of Voice of the Customer Programs, 2017

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Customer Experience

eBook: 25 Tips for Becoming a More Purposeful Leader

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Employee Experience

Infusing Culture Throughout The New Employee Journey

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Customer Experience

Renovating Your Voice of the Customer Program

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Customer Experience

Economics of Net Promoter Score, 2017

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Customer Experience

Activating Executive Commitment

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Customer Experience

The Shift to Customer Journey Insights

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Customer Experience

What Happens After a Good or Bad Experience, 2017

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Employee Experience

Employee Engagement Competency & Maturity, 2017

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Customer Experience

The State of Customer Experience Management, 2017

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Customer Experience

Four Customer Experience Core Competencies

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Customer Experience

Humanizing Digital Interactions

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Customer Experience

Data Snapshot: Media Use Benchmark, 2017

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Customer Experience

2017 Temkin Experience Ratings, UK

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Customer Experience

2017 Temkin Experience Ratings, US

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Employee Experience

Employee Engagement Benchmark Study, 2017

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Customer Experience

State of the CX Profession, 2017

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Customer Experience

Data Snapshot: Customer Experience Expectations and Plans for 2017

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Employee Experience

Engaging a Tethered Workforce

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Customer Experience

Lessons in CX Excellence, 2017

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Customer Experience

Capturing Insights from Online Customer Communities

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Customer Experience

eBook: 25 Tips for Tapping into Customer Emotions

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Employee Experience

Translating Brand Promises into Employee Behaviors

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Customer Experience

Five C's of Mobile VoC Disruption

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Customer Experience

Emotion-Infused Experience Design

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Customer Experience

Customer-Infused Process Improvement

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Customer Experience

The Federated Customer Experience Model

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Employee Experience

Benchmarking HR's Support of CX and Employee Engagement

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Customer Experience

Business-to-Business Customer Experience Best Practices

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Employee Experience

eBook: 15 Tips for Engaging Employees

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Customer Experience

Maximizing Value from Customer Journey Mapping

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Customer Experience

Creating and Sustaining a Customer-Centric Culture

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Customer Experience

Behavioral Guide to Customer Experience Design

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Customer Experience

Unlocking Customer Insights From Contact Centers

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Employee Experience

Activating Middle Managers to Drive CX Change

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Employee Experience

Engaging Millennials in the Workplace

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Customer Experience

The Secret to B2B2C Customer Experience Success

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Employee Experience

Introducing Employee-Engaging Transformation

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Temkin Group has joined Qualtrics to create the Qualtrics XM Institute, the go-to resource for leading a successful XM program. The XM Institute produces and curates compelling content and training that both inspires business leaders with experience management possibilities and helps them drive value from their programs.

The XM Institute helps you

  • Evaluate your XM capabilities and progress
  • Generate more value from your XM programs
  • Understand and apply XM best practices
  • Advance your expertise as an XM leader