Customer Experience Goes Into Overdrive

In our survey of companies with at least $500 million in annual revenues, only 11% of respondents thought their company was a customer experience leader in their industry (or across industries). But 65% of respondents think their executive team has a goal to be customer experience leaders within three years.

My take: Obviously, two-thirds of companies won’t end up leading their industry. But this ambition highlights the focus that companies are starting to give to customer experience. Hopefully, these collective efforts will raise the level of customer experience across industries. That would be very good for customers; and of course, very bad for companies that aren’t as ambitious.

The bottom line: Customer experience is on the rise.

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:

3 thoughts on “Customer Experience Goes Into Overdrive”

  1. Bruce

    One of our senior executive clients said something to me the other day that rang true. He said “which Exec in the right mind would say that not focussing on the Customer is the right thing to do”. In our experience of CE implementations over the last 8 years there is a big difference between what Senior Exec say and what they do. The first step if getting them to realise what this takes and what they need to do!


    Colin Shaw
    Author and Founder Beyond Philosophy.

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