Greetings From Monte Carlo

I gave the opening keynote speech at the Customer Experience Exchange 2010 yesterday in Monte Carlo. Here was my first slide (which looks better when I show it fully animated)…

The rest of my speech centered around the four customer experience core competencies.

It was an excellent event, with some very interesting speakers. I’ll highlight some of things that I heard in my next post. It will probably include insights from Lush, CIGNA, Forrester, Lippincott, Telefonica, Maritz, Cablecom, and Zappos. Stay tuned…

The bottom line: Even in Monte Carlo, you should bet your money on customer experience

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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:

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