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.
XM Pulse – A CEO, a Barista, and a Lesson in Respect
Daily Latte -> Tense Moment -> Wake-UpWhen 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 FoundationalThat moment sent her down a path of reflection. How does her organization treat people? Not just customers with buying power...but employees, job candidates, support staff, vendors, too. "What does respect really look like in everyday experiences with our organization at every touchpoint?" Respect isn't just about being nice. It's about recognizing dignity, autonomy, and the inherent worth of individuals. And in a world where customer experience (CX) and employee experience (EX) shape brand value, that lesson is becoming a strategic imperative. Redefining Organizational DignityWe've captured some foundational as well as contemporary thinking regarding the principle of respect for persons. Although a cornerstone of bioethics and commonly applied in healthcare situations caring for the most vulnerable populations, respect for persons can elevate your culture, reduce conflict, and foster trust. In every industry.
Building a Culture of Respect?At XMscience, we help organizations move beyond buzzwords to design experiences grounded in dignity, empathy, and mutual recognition. Across customer, employee, and brand touchpoints. If you’re exploring how to make respect a lived value in your culture – or want help identifying where breakdowns in dignity are quietly eroding trust – we’d be honored to unpack it with you. Whether you’re creating a new strategy or reinforcing what’s already working, we bring clarity, evidence, and structure to every phase of experience design. 📬 No pitch. Just perspective. |
XM Pulse Digest
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.
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...
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...
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...