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.
This 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.
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.
Thanks for the nice comment Aaron. Happy you enjoyed the video!