The Best Of Customer Experience Matters, Volume #2

It’s hard to believe, but this is my 100th post. So let me start with a big thank you to everyone who has been reading, linking to, writing about, and passing along my blog…


As I did on my 50th post (The Best Of Customer Experience Matters, Volume #1), I decided to mark this milestone with a retrospective of my last 50 entries. So here’s a look back at the major themes in those posts:

The bottom line: I hope that you’ve enjoyed the first 100!

P.S. Don’t forget to read The Best Of Customer Experience Matters, Volume #1

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:

4 thoughts on “The Best Of Customer Experience Matters, Volume #2”

  1. The content is great. Do you know of any writeup for User Experience in the government sector. Particularly citizen experience for govt services.

  2. Sarji: I haven’t written anything specifically on citizen experience in a while. The last thing I wrote was “State Motor Vehicle Sites Fail On Usability” in August 2004 in which I applied our Web Site Review methodology to the motor vehicle department Web sites of five states: California, Florida, Illinois, New York, and Texas. All of the sites failed our usability test.

    The basic principles of good customer experience, however, are equally valid in a government/citizen environment.

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