Start Talking About Emotions (Video)

To help celebrate “The Year of Emotion” on CX Day (and beyond), Temkin Group created this fun, short video: Start Talking About Emotion.

The bottom line: Add the Five A’s of an Emotional Response to your vocabulary

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 (, 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:

2 thoughts on “Start Talking About Emotions (Video)”

  1. Thank you – often delegates on our Customer Journey Mapping training course really don’t believe that THEIR customers buy on emotion! Why do we want to believe that somehow logical decision making is ‘better’ or superior? What are we afraid of regarding emotional decision making? Do you have any resources to help organisations discover / identify the truth behind the fact that most purchase decisions are rooted in the emotions?

    1. Hi Liz: Thanks for sharing your comment. In the report Behavioral Guide to Experience Design, we provide some details about how human biases drive emotional decisions, but we don’t really have any resources a this point that would help a specific organization uncover the specific role that emotions play in their customers’ decisions. However, I think you’ll find some supporting resources by looking through the emotion content on this blog.

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