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 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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