Customer Experience Needs More Emotion (Infographic)

As the title of this post says, CX needs more emotion. If you like this infographic, then you can download this version in .pdf or download a 18″ x 24″ poster version).


The bottom line: Let’s put more emotion into CX!

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.

5 Responses to Customer Experience Needs More Emotion (Infographic)

  1. Shep Hyken says:

    Great infographic, Bruce. True loyalty can only come from an emotional connection with the customer.

  2. Hi Bruce I am always lacking insights on Industrial companies B2b. any plan to include them in 2016? It would be a game changer for b2b companies.

  3. Iwona S. says:

    Important topic and I was wondering how to measure emotional response of customers across omnichannel?

    • Hi Iwona, good question. Unfortunately, I don’t have a cookie-cutter answer for you. This is one of those questions that requires a deeper discussion of the company’s operation, strategy, and brand values.

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