The Best Of Customer Experience Matters, Volume #3

I can’t believe it, but this is my 150th 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’ve been doing for every 50th post, I’ll mark this milestone with a retrospective of my last 50 entries. So here’s a look back at the major themes in those posts:

If you want to get completely caught up on my blog, also take a look at these previous “Best Of CxP Matters” posts:

The bottom line: If you enjoyed the first 150 posts, keep reading and tell your friends about this blog.

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:

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