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.

Written by 

I am an experience management transformist, helping organizations improve business results by engaging the hearts and minds of their customers, employees, and partners. My "job" is Head of the Qualtrics XM Institute. The Institute is still being established, but our goal is to help organizations around the world thrive by mastering Experience Management (XM). As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. And, as many people know, I love to speak about these topics in almost any forum. Prior to joining Qualtrics, I was managing partner of Temkin Group (leading CX research, advisory, and training firm), co-founder and chair of the Customer Experience Professionals Association (, and a VP at Forrester Research. I'm a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Check out my LinkedIn profile:

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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