Emotion: The Missing Link in Customer Experience (Video)

Enjoy this Temkin Group video, part of our celebration for “The Year of Emotion.

Enjoy other Temkin Group videos


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.

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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 (CXPA.org), 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: www.linkedin.com/in/brucetemkin

5 thoughts on “Emotion: The Missing Link in Customer Experience (Video)”

  1. Discover isn’t represented as one of the companies you evaluate. Could you connect me with someone who could outline what it would take to be included in these types of studies?

    Ashley Hagberg | Discover
    Sr. Manager, Customer Experience Strategy
    Customer Service & Engagement (CSE)
    2500 Lake Cook Road, Riverwoods, IL, 60015
    • (224) 405-1830 | • ashleyhagberg@discover.com

    1. Hi Marcia: We select the companies in each group that we believe have a large enough footprint to garner enough customer feedback (100+ consumer responses) for us to include in our published research. If you think that NFCU’s footprint is large enough in any of our categories, feel free to make your case in an email: bruce@temkingroup.com

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