Setting Your 2010 Customer Experience Agenda

Hopefully, some of my customer experience resolutions will make it on on to your 2010 agenda. If so, here are a few posts that should help:

  • Areas to focus on in 2010:
  • 7 Keys To Customer Experience In 2010, Part 2
  • Rate Your Customer Experience Skills With The EBD Self-Test
  • Fundamentals of customer experience:
  • Free Book: The 6 Laws Of Customer Experience
  • My Manifesto: Great Customer Experience is Free
  • What The Heck Is Customer Experience?
  • Blueprint for customer experience excellence:
  • Experience-Based Differentiation 
  • Phases of customer experience maturity
  • The Customer Experience Journey 
  • The ROI of customer experience:
  • Customer Experience Boosts Revenue 
  • Embracing the voice of the customer:
  • 16 Voice Of The Customer Recommendations
  • Six Trends Reshape Voice Of The Customer 
  • Building a customer-centric culture:
  • 6 C’s Of Customer-Centric DNA
  • Management Imperative #1: Invest In Culture As A Corporate Asset
  • Capitalizing on customer service:
  • Five Wishes For Customer Service In 2010
  • Customer Service Attracts Loyal Customers
  • With Customer Service, CARES Beats ACES
  • Using centralized customer experience groups:
  • Corporate Customer Experience Groups; To Do Or Not To Do?
  • Chief Customer Officer: To Do, Or Not To Do? 
  • Developing executive commitment:
  • The 8 Signs Of Executive Commitment
  • Free Book: The 6 New Management Imperatives
  • The bottom line: Good luck with customer experience in 2010!

    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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