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.
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...
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...