Which Customer Experience Competency in 2011?

I’ve recently been highlighting the need to build customer experience competencies in 2011; which included posts about each of the four core customer experience competencies:

As we start planning our 2011 research agenda, I’d love to know which competency is most important to your firm.

Feel free to leave comments if you have other suggestions for Temkin Group’s 2011 research.

The bottom line: Thanks for helping to align our plans to your needs!

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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 (CXPA.org), 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: www.linkedin.com/in/brucetemkin

One thought on “Which Customer Experience Competency in 2011?”

  1. Hi Bruce I’ve voted for purposeful leadership but I’d be more comfortable if that competency include the words clear vision. All the competencies are important but I do believe that management teams and businesses need a “shared intention to create” to be fully effective. Each of your four competencies could be articulated as part of the company vision.

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