Customer Empathy, Lin-Manuel Miranda, and Qualtrics X4

I love it when my work overlaps with some of my other passions. Well, it’s happening in a big way at the Qualtrics X4 Experience Summit in Salt Lake City on March 6th through 9th. I’ll be skiing in Deer Valley before the event, I’ll be speaking about customer empathy at the event, and Lin-Manuel Miranda will also be speaking.

Did you hear me… Lin-Manuel Miranda!Lin-Manuel Miranda at Qualtrics X4 Experience SummitI’m not just a fan of Miranda’s, I’m a super fan. I saw In the Heights when it first opened and loved it. And while I wasn’t able to see Hamilton in The Public Theater, I saw it when it first opened on Broadway. Wow! I’ve seen it a second time and am looking forward to my third visit. It’s by far the best show that I’ve ever seen. Miranda is a genius!

If you come to the X4 Summit, then there’s more to do then just swoon over Miranda. Enjoy some other parts of the event… like my speech on Thursday, March 8th after lunch. Here’s the description:

Customer Empathy: The Missing Key to Turn Intelligence Into Action
Most organizations collect data about their customers, but very few have fully cracked the code on taking action on what they learn. What’s missing? Customer empathy. People are creatures of habit, and data alone is often not enough to persuade them to change their behaviors and actions. Learn how to extend the impact of your customer intelligence efforts by raising the level of both cognitive and emotional empathy across your organization.

If you’ve seen me speak in the past, then you know that I like to make my speeches entertaining. Given that Miranda is at the event, I’ve decided to incorporate an homage to Hamilton. We’re having fun brainstorming different approaches. If you want to know what happens, make sure to be there!

I’d be remiss if I didn’t mention that there will be other great speakers at the event who I am really looking forward to seeing, including “Magic” Johnson (NBA legend), Angela Duckworth (who is doing amazing work on the topic of passion, perseverance, and grit), Shawn Anchor (who discusses one of my favorite topics, Happiness), , and Tony Hawk (the skateboard legend). And I just heard that media pioneer Arianna Huffington will also be speaking. I’m also looking forward to seeing Adam Levine and Maroon 5 who will be performing (I wonder if Maroon 5 has ever been so buried in an event description before).

To be fully transparent, Qualtrics sponsored this post (although they did not have any input on the content). That allows me to provide this discount code that saves $300 on the event: TEMKN (not “Temkin”). Use this link to register.

I hope you can make it to my speech and will be in The Room Where It Happens!

Written by 

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 (CXPA.org), a non-profit organization dedicated to the success of CX professionals.

6 thoughts on “Customer Empathy, Lin-Manuel Miranda, and Qualtrics X4”

  1. I am attending also, and will certainly be at your presentation. This conference feels like a real bargain, with a ton of great break out sessions, and of course, the crazy good keynotes.

  2. Please tell me there is a recording of your homages to Hamilton! They were awesome! So glad I could see your talk!

    1. Jeffrey: Thanks for commenting! I’m really happy that you enjoyed the Hamilton homages. I’m thinking that my Hamilton remixes are best kept as part of an in-person experience, where they can be presented in context of the overall storyline.

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