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 – Are you accidentally eroding customer trust?
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We Don't Set Out to FrustrateIn working with organizations of all sizes, we've noticed a consistent pattern: The things teams think are helping often quietly erode trust instead. Whether it’s over-relying on automation, asking for feedback you don’t act on, or designing loyalty programs that feel more manipulative than meaningful, the impact is the same. Fixing CX "No-Nos"In this piece, we walk through some of the biggest CX "no-nos" we see in the field and why correcting them matters. We also share practical shifts you can make to turn good intent into a real and lasting connection. If you’re leading or influencing the customer experience at any level, we hope you’ll take a look. Have Some No-Nos to Remedy?At XMscience, we work with organizations that are serious about turning good intentions into great experiences. We help teams spot well-meaning missteps like over-automation, ignored feedback, or friction disguised as "policy" that quietly erode trust and loyalty. Whether you’re rethinking your feedback loops, modernizing support journeys, or trying to align personalization with actual customer needs, we bring the clarity, research, and empathy to move things forward. Book your strategy session to get started! 📬 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...
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...