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.

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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 (CXPA.org), a non-profit organization dedicated to the success of CX professionals.

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