The report discusses the impact of the COVID-19 pandemic on Experience Management (XM) programs. In 2020, some organizations chose to cut their XM programs due to economic uncertainty, while others expanded their programs to include employees, suppliers, and other stakeholders. The report suggests that organizations that focused on XM during the pandemic will outpace their competitors in the future. The report predicts that XM will evolve to become a more comprehensive approach to understanding and responding to the needs of all humans and processes within an organization.
