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?

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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