Driving Customer Experience Transformation, Made Simple

Do you want to build sustainable customer experience differentiation? Watch this video:

See more information on CX Maturity and the Four CX Core Competencies.

The bottom line: You’re only as strong as your weakest CX Core Competency.


CX Sparks: Guides For Stimulating Customer Experience DiscussionsThis video is a great introduction to a discussion with your team. That’s why we’ve created a CX Sparks guide that you can download and use to lead a stimulating discussion.

Written by 

I'm an experience (XM) management catalyst; helping organizations improve results by engaging the hearts and minds of their employees, customers, and partners. I enjoy researching and speaking about leading-edge XM topics. I lead the Qualtrics XM Institute, which is the world's best job. We're igniting a global community of XM Professionals who are inspired and empowered to radically improve the human experience. To achieve this goal, my team focuses on thought leadership, training, and community building. My work is driven by a set of fundamental beliefs: 1) Everything starts and ends with human beings, so you need to understand how people think, feel, and behave; 2) XM is a discipline that needs to be woven throughout an organization's entire operating fabric; and 3) Building the XM discipline requires a combination of culture, competency, and technology.

2 thoughts on “Driving Customer Experience Transformation, Made Simple”

  1. I ❤ this story. Concise, helpful, well-executed. Nice work, Bruce, and a great way to get the word out regarding areas where teams should focus. This is equally relevant for teams focused on customer-facing experiences, as well as for teams focused on “employee experience” – focus on internal and vendor touchpoints. Thank you.

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