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Experience Management (XM)
Experience Management is not about measuring experience.

It’s about making experience a durable advantage in how an organization runs. Turning insight into adoption. Turning execution into sustained value.

The Reality

Most organizations don’t lack insight.
They know what customers and employees think.
They invest heavily in platforms, program, and transformation.

Yet impact is often slow, inconsistent, or difficult to sustain.

This challenge looks different depending on who you are:

  • Consumer brands competing on loyalty and growth
  • High-consideration B2C organizations protecting margin and retention
  • Mission-critical B2B enterprises driving adoption at scale
  • Public sector organizations modernizing service delivery
  • Innovation-led scale-ups turning insight into product advantage

Eric Blum

Managing Director, XM Practice
Eric Blum is AKT’s Head of Sales & Marketing and Head of Experience Management Practice in the EMEA region. He oversees all the projects, embarking the Qualtrics XM solutions. He is a driving force for the development of the practice, from offerings design to talent development, including critical partnerships starting with Qualtrics at a global level. Eric has nearly 30 years of experience with large global customer programs, having mostly worked as an executive sponsor, providing consultative support to increase business value for customer stakeholders. He has a solid track of records with Digital Transformation programs focusing on the Employee Experience across different vertical industries. In the past, either as a Chief Customer Officer or VP of Customer Services, he had to develop his team, build the process, and innovate with technologies to increase NPS at scale and with efficiency.  
eric.blum@aktglobal.com
https://www.linkedin.com/in/eric-blum/

Provided Services

  • CX strategy, vision, roadmap, and use-case prioritization
  • Customer journey and moments-that-matter design
  • CX governance and operating model design
  • Design the data, integration and architectural foundations that connect experience signals to operational performance.

  • Customer satisfaction, loyalty, and feedback programmes
  • Voice of the Customer (VoC) design and implementation
  • Qualtrics CX implementation and integration

  • Action management and frontline enablement
  • Change, communications, and performance tracking
  • Ongoing optimization and maturity progression

What XM solves

Experience Management (XM) exists to close that gap

  • Ensuring insight leads to action
  • Action drives adoption
  • Adoption delivers measurable value over time

At AKT, XM is how organizations continuously realize their promise to customers, employees, and the market. Not once, but always.

 

The XM challenge

Organizations rarely fail they lack data or intent.

They struggle because experience is not embedded into decisions, operating rhythm, ownership and accountability, and how change is executed at scale

As strategies evolve, technology shifts, and AI reshapes work, experience becomes dynamic, not something that can be “implemented” and left alone.

This is where Experience Management becomes essential.

 

Why AKT is Different in Experience Management

Most firms design experiences.

Other implement platforms.

AKT makes Experience Management operable at scale, and with measurable impact.

What makes us unique

  1. XM Built for Real Adoption and Innovation

We help organizations shift mindsets:

  • From survey reviews to continuous action
  • From passive managers to empowered leaders who act on insight
  • From reaction feedback loops to innovation-led experience design

Insight only matters if behavior changes.

  1. How We Measure Enterprise XM Impact at Scale

We baseline performance and track value over time

Examples from global programs:

  • +14pt NPS improvement delivered within 12 months
  • Retention and lifetime value uplift
  • Revenue expansion linked to experience performance
  • Reduced attrition and operating friction
  • Year-on-year impact against core business KPIs
  • Faster insight-to-action cycles across regions

XM must continuously prove and defend its ROI.

 

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