Customer Experience Needs More Emotion (Infographic)

As the title of this post says, CX needs more emotion. If you like this infographic, then you can download this version in .pdf or download a 18″ x 24″ poster version).


The bottom line: Let’s put more emotion into CX!

About Bruce Temkin, CCXP
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.

5 Responses to Customer Experience Needs More Emotion (Infographic)

  1. Shep Hyken says:

    Great infographic, Bruce. True loyalty can only come from an emotional connection with the customer.

  2. Hi Bruce I am always lacking insights on Industrial companies B2b. any plan to include them in 2016? It would be a game changer for b2b companies.

  3. Iwona S. says:

    Important topic and I was wondering how to measure emotional response of customers across omnichannel?

    • Hi Iwona, good question. Unfortunately, I don’t have a cookie-cutter answer for you. This is one of those questions that requires a deeper discussion of the company’s operation, strategy, and brand values.

Leave a Reply

Fill in your details below or click an icon to log in: Logo

You are commenting using your account. Log Out / Change )

Twitter picture

You are commenting using your Twitter account. Log Out / Change )

Facebook photo

You are commenting using your Facebook account. Log Out / Change )

Google+ photo

You are commenting using your Google+ account. Log Out / Change )

Connecting to %s

%d bloggers like this: