The 8 Signs Of Executive Commitment

I’ve been helping several executive teams chart their customer experience journeys. The work typically centers around strategy, culture, organization, processes, and leadership. So I am almost always discussing the role of the executive team; which is a critical component of the journey.

Since customer experience journeys represent multi-year transformational programs, it is critical that the executive team have the appropriate level of commitment to the program. If they’re not committed, then they shouldn’t even start.

I often refer to the 8 signs of executive commitment from a previous post, In order to make that content easier to use, I created this free downloadable eBook: The 8 Signs Of Executive Commitment (.pdf).

I’ve also turned the list into a self-test that can facilitate discussions. What’s your exec team’s score on the 8 signs?

Go ahead and take the test…

The bottom line: Customer experience transformation requires strong executive commitment.

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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