Words Of Wisdom: Morpheus On Experience-Based Differentiation

Our research continually finds executives saying that customer experience is very important or critical. But most firms don’t have a very disciplined approach to it. Why is that? While this is a tough question for us mere mortals, Morpheus provided great insight on the topic when he said (in The Matrix):

Morpheus (The Matrix)

“Sooner or later you’re going to realize, just as I did, there’s a difference between knowing the path and walking the path”

The bottom line: Morpheus is one cool hombre! Follow his advice and walk the the path towards Experience-Based Differentiation in 2008.

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 (CXPA.org), 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: www.linkedin.com/in/brucetemkin

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