New Research on EX Management and the Shifts Required for Success

The XM Institute has published new research that examines the current state of employee experience (EX) management programs and the mindsets, skills, and actions required for employee experience (EX) excellence. You can download both of these reports for free:

  • The State of EX Management Programs, 2020. This research – based on a survey of HR leaders at 250 large U.S. firms – looks at the current state of employee experience (EX) management programs and future plans for EX. It also compares organizations that are more mature in EX (EX Leaders) with those that are less mature (EX Laggards). EX Leaders have better financial results, deliver higher quality EX and CX, and are more effective at using employee feedback to improve experiences.
  • Three Shifts for Employee Experience Success. This research looks at how companies can overcome employee engagement stagnancy by shifting to 1) purpose-led empowerment from functional job execution, 2) collaborative understanding and action from disinterested surveying, and 3) employee-engaging leaders from HR-driven programs. It includes over 20 examples from companies of these three shifts in action.

The graphic below, from The State of EX Management Programs, 2020, shows how more mature organizations (“Leaders”) outperform their less mature counterparts (“Laggards”). Ninety-one percent of EX Leaders report the employee experience that their organization delivers is above average compared to their competitors and 88% of EX Leaders report better financial results.

The graphic below from Three Shifts for Employee Experience Success outlines best practices for each of the three changes in mindsets and actions that companies must take to overcome employee engagement stagnancy and mature their EX program.

You can download both of these reports for free from the XM Institute.

Written by 

Moira Dorsey is an XM Catalyst at the Qualtrics XM Institute. During her 20 years as an experience management researcher, advisor, and speaker, Moira has coached scores of leaders on how to find the sweet spot where customer needs, employee experience, business goals, and operations combine to produce great experiences that drive growth. Prior to joining the XM Institute, Moira was a VP at Forrester Research where she built a track record of delivering business results with a pragmatic, customer-centric approach. As head of Forrester’s customer experience research and advisory practice, she developed high-performance teams and led the CX product portfolio to double-digit growth. During her tenure at Forrester Moira also led Forrester’s first client experience improvement program, authored and edited more than 100 reports on topics like the future of customer experience, measurement best practices, and the roles emerging technologies play in shaping consumer behaviors. Moira’s reports were among the top-read by clients. A frequent speaker, she has also hosted, planned and developed dozens of events. Moira holds a BA in Political Science from Wellesley College.

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