Introducing CX Sparks: Customer Experience Discussion Guides

We’ve heard from many of our readers that they often use our blog content, especially our videos, as part of their team meetings. They find that the information we share can initiate powerful discussions.

CX Sparks: Guides For Stimulating Customer Experience Discussions

We decided to more actively support this usage with a new offering, CX Sparks. These are free guides that we’ve created to help you drive stimulating discussions. These can be useful for:

  • Your team meetings
  • Executive team meetings
  • CX ambassador meetings
  • Offsite events and workshops

We’ll be adding new CX Sparks over time, but here’s our initial list of discussion guides:

  • What is Customer Experience?
  • Building a Strong Voice of the Customer Program
  • Power of Customer Journey Thinking
  • Start Talking About Emotions
  • Emotion: The Missing Link In Customer Experience
  • Customer-Centric Culture Change
  • Driving CX Transformation, Made Simple
  • Purposeful Leadership (CX Competency)
  • Customer Connectedness (CX Competency)
  • Employee EngagementĀ (CX Competency)
  • Compelling Brand ValuesĀ (CX Competency)
  • Improving Humanity
  • Five Ways That Organizations Crush Customer Empathy

The bottom line: We hope that these guides spark productive CX conversations!

Written by 

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:

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