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.

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I am a customer experience transformist, helping large organizations improve business results by changing how they deal with customers. As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. I am also a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Simply put, I am passionate about spotting emerging best practices and helping companies master them. And, as many people know, I love to speak about these topics in almost any forum. My “title” is Managing Partner of the Temkin Group, a customer experience research and consulting firm that helps organizations become more customer-centric. Our goal is simple: accelerate the path to delighting customers. I am also the co-founder and Emeritus Chair of the Customer Experience Professionals Association (, a non-profit organization dedicated to the success of CX professionals.

One thought on “Customer Experience Leadership: The Holy Grail”

  1. 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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