CX Competency: Purposeful Leadership (Video)

Bruce Temkin, CCXP

Temkin Group has found that the only path to sustainable customer experience differentiation is to build a customer-centric culture. How? By mastering Four Customer Experience Core Competencies.

This video provides an overview of one of those competencies, Purposeful Leadership, where the goal is for leaders to act consistently with a clear, well-articulated set of values.

Here are the Five P’s of Purposeful Leaders:purposeful leadership

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.

One thought on “CX Competency: Purposeful Leadership (Video)”

  1. Outstanding insight. Seems so basic, yet many companies do not follow ALL of the P’s. It is amazing what kind of positive results, and self fueling happens when there is purposeful leadership. The engine then runs on all cylinders.

    Reply

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