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'm an experience (XM) management catalyst; helping organizations improve results by engaging the hearts and minds of their employees, customers, and partners. I enjoy researching and speaking about leading-edge XM topics. I lead the Qualtrics XM Institute, which is the world's best job. We're igniting a global community of XM Professionals who are inspired and empowered to radically improve the human experience. To achieve this goal, my team focuses on thought leadership, training, and community building. My work is driven by a set of fundamental beliefs: 1) Everything starts and ends with human beings, so you need to understand how people think, feel, and behave; 2) XM is a discipline that needs to be woven throughout an organization's entire operating fabric; and 3) Building the XM discipline requires a combination of culture, competency, and technology.

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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