Customer Experience Leadership: The Holy Grail

With so many people saying that customer experience is very important, why doesn’t it improve significantly? This venn diagram explains one key problem…

How People Think And Act About Customer Experience

Not enough execs are fully commited and involved

The bottom line: More execs need to walk the customer experience talk.

About Bruce Temkin, CCXP
I'm an experience (XM) management catalyst; helping organizations improve results by engaging the hearts and minds of their employees, customers, and partners. I enjoy researching and speaking about these topics. I lead the Qualtrics XM Institute, which is the world's best job. We're igniting a global community of XM Professionals who are inspired and empowered to radically improve the human experience. To achieve this goal, my team focuses on thought leadership, training, and community building. My work is driven by a set of fundamental beliefs: 1) Everything starts and ends with human beings, so you need to understand how people think, feel, and behave; 2) XM is a discipline that needs to be woven throughout an organization's entire operating fabric; and 3) Building the XM discipline requires a combination of culture, competency, and technology.

One Response to Customer Experience Leadership: The Holy Grail

  1. Mark Gregory says:

    Excellent way of demonstrating the issue of commitment required by all…it’s so true. By why is there such lack of executive buy in generally…at what point do they miss it? What should be done to get this buy in?

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