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 a customer experience transformist, helping large organizations improve business results by changing how they deal with customers. As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. I am also a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Simply put, I am passionate about spotting emerging best practices and helping companies master them. And, as many people know, I love to speak about these topics in almost any forum. My “title” is Managing Partner of the Temkin Group, a customer experience research and consulting firm that helps organizations become more customer-centric. Our goal is simple: accelerate the path to delighting customers. I am also the co-founder and Emeritus Chair of the Customer Experience Professionals Association (, a non-profit organization dedicated to the success of CX professionals.

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