Propelling Experience Design (Infographic)

In the report Propelling Experience Design Across An Organization, we examine how companies can best use a very important skill, experience design. This infographic provides an overview.

Here are links to download different versions of the infographic:

Here are some of the reports with data included in the infographic:

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.

2 thoughts on “Propelling Experience Design (Infographic)”

  1. Beautiful info graphic! The companies self evaluation of their own capabilities (mediocre) is a bit higher than what we’ve seen in the past. I have a question about the first part: Customers are Emotionally Disengaged. The results are measured from Very Good to Very Poor. Shouldn’t that read Customers are Emotionally Engaged, then have a scale from Very true to Very false? Cheers!

    1. Alexander, thanks for your feedback on the infographic. The line “Customers are Emotionally Disengaged” is the section title that captures the essence of the data in that section. The underlying data represents the results of companies in our Temkin Emotion Ratings, from very good to very poor.

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