Listen To The 6 New Management Imperatives

As a follow-up to my posts about the 6 new management imperatives, I was interviewed by Jennifer Jones for her site Marketing Voices. I had laryngitis for three days before it was recorded. So if you don’t mind hearing my hoarse voice, here’s the podcast: 

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The bottom line: It’s not quite Coldplay, but I hope that you enjoy it.

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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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