Customer Experience Industry Leaders

In my previous post, I introduced the 2011 Temkin Experience Ratings and showed the top 20 firms. While that is the best way to identify overall leaders, I also want to give a shout-out to firms that are leading in their industries.

USAA, for instance, is the tops in two categories: credit card and insurance.  And Cox Communications may only be #82 on the list and have a “poor” rating, but at least it’s better than all of the other TV Service providers.

The bottom line: It’s better to be the best of the worst than the worst of the worst


Written by 

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 “Customer Experience Industry Leaders”

Leave a Reply

This site uses Akismet to reduce spam. Learn how your comment data is processed.