Customer Experience Ambitions, Part 2

I looked at my previous post and decided that the initial data needed to be shown graphically. So I made this chart to highlight the ambitions of companies to improve their customer experience.

14% of respondents think that their company is either better than all companies in any industry or the best in their industry when it comes to customer experience. Looking at their ambitions for customer experience leadership in 3 years, that number grows to 60%.

The bottom line: Is your firm ambitious enough?

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

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