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 Engagement (CX Competency)
  • Compelling Brand Values (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 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 (, a non-profit organization dedicated to the success of CX professionals.

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