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XM Pulse Digest

Measuring and Improving Customer and Employee Experiences

XM Pulse Digest by XMscience is your insider guide to the ideas, insights, and innovations shaping the future of Experience Management (XM). Whether you’re a CX strategist, EX leader, or brand evangelist, XM Pulse Digest delivers bite-sized brilliance and bold perspectives—straight to your inbox. Curious about how organizations actually build loyalty, trust, and value? Want research-backed takes and real-world stories that challenge the status quo? Looking for practical tools to lead experience-driven change? Subscribe to XM Pulse Digest for fresh content that’s smart, timely, and always human-centered. Share it with your team. Bring it to your next meeting. Spark the next big conversation.

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Lined up and ready for evaluation — a powerful glimpse into the early days of military psychology. During WWI, scientific testing like the Army Alpha and Beta exams changed how soldiers were selected and assigned. Discipline met data here, and the future
Featured Post

XM Pulse – Before HR Had Interviews, the Army Had This.

Personnel Assessment from War? In 1917, as America entered World War I, military leaders were overwhelmed. With more than a million soldiers arriving in training camps, old methods (e.g., interviews, gut instincts, hastily made judgments) weren’t just outdated recruitment strategies but they were dangerous. Misplacing a soldier could cost lives. Enter Robert Yerkes and a team of psychologists. As they walked through the rows of raw cadets, they asked themselves: Isn’t there a way to...

28 days ago • 1 min read
Unifying XM experiences.

Siloed XM Costs Clients Meet Jordan, Head of Customer Experience (CX), and Priya, Head of HR. For months, Jordan had been fielding complaints from a key client about “inconsistent service” and “mixed messages.” But every internal KPI showed CX was fine. Meanwhile, Priya was struggling with high attrition in frontline roles – especially among support staff. Exit interviews revealed burnout and confusion about their role in delivering the customer promise. Neither had realized the two issues...

about 1 month ago • 1 min read
Teamwork makes the dream work! Grateful for this amazing crew and the good vibes we bring to every project. Here’s to more shared wins and smiles!

Daily Latte -> Tense Moment -> Wake-Up When a senior executive watched a customer berate a young barista over a delayed coffee order, she didn’t just see a rude exchange. He saw a mirror. “That could’ve been one of my frontline employees. And that barista? He handled it better than some of our managers might have." Respect Isn’t Optional. It’s Foundational That moment sent her down a path of reflection. How does her organization treat people? Not just customers with buying power...but...

about 1 month ago • 1 min read
Young professional at desk with laptop and documents, surrounded by glowing icons of balance, mindfulness, and career growth in a serene setting.

It Starts Before They Apply In today’s volatile job market, the employee experience begins long before a resume is submitted. Job seekers ride an emotional rollercoaster of hope, rejection, self-doubt, and decision fatigue. And your employer brand is being evaluated every step of the way. The Job Seeker's Inner Experience Leah is a talented learning experience designer with a strong portfolio and a deep desire to do meaningful work. After her last company restructured, she’s back on the job...

about 2 months ago • 2 min read
Rollercoaster with steep hills and sharp turns, symbolizing emotional ups and downs.

Equanimity Is the Key The modern job hunt can feel like an emotional roller coaster — from hopeful interviews to crushing rejections. Without the right mindset, stress, doubt, and frustration can quickly take over. But what if you could transform your job search into a calmer, more resilient experience? Equanimity in the job search is not about suppressing emotions but engaging with them wisely—transforming turbulence into steady momentum. Equanimity, a powerful practice rooted in...

about 2 months ago • 1 min read