Customer Experience Priorities In The Cloud

My recent posts have been focused on customer experience planning for 2011. So I thought it would be interesting to look at what companies told us about their priorities earlier in the year. What do you see in this word cloud of their priorities?

The bottom line: It’s time to clarify your customer experience priorities.

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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 Priorities In The Cloud”

  1. Dear Bruce:

    IMHO, we see working with our customers three main priorities:
    – driving loyalty
    – creating satisfaction
    – producing efficiency

    As maybe you cannot create all three outcomes within a single interaction, it would be time for interacions/experiences segmentation first…


  2. Bruce,
    Simple, but telling graphic. Coming out of the contact center, we hear a lot about repeating process efficiencies, boosting revenue per customer, reducing cost per call, and improving the customer experience in general. All of which are much aligned with the graphic you created on top priorities. One interesting observation from the graphic is that I don’t see “Social” as a top priority. I wonder if this will change in 2011?


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