Customer Experience Plans for 2014

We recently asked the question, “What is your organization’s most important customer experience initiative for 2014?” Here’s a word cloud of responses from 176 companies (after we removed the words “customer” and “experience”).2014 plans176Orgs_WordleWhat do you see in this graphic? What are your plans for 2014? Check out our 14 Customer Experience Trends for 2014.

The bottom line: Good luck with your 2014 CX efforts!

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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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