XM Fireside Chat: XM Leadership With Bruce Temkin And Benjamin Granger

Our XM Institute team was looking forward to seeing everyone who was coming to Salt Lake City last week for Qualtrics X4 Summit. Unfortunately, that great event was postponed. So we decided to pull together an XM Fireside Chat series to share some of our thinking through an informal discussion format. I hope you enjoy it!

In this segment of XM Fireside Chat, I chat with the newest member of the XM Institute team, Benjamin Granger, Ph.D. This is a great chance for you to get to know Ben, and we also spend some time talking about XM Maturity.

Organizations don’t master XM overnight, it takes several years of evolution and change.  The XM Institute has found that this path often takes a consistent form. We’ve  identified five distinct stages that organizations go through as they build XM capabilities and increase their XM maturity (see graphic below).

If you’re wondering how to gauge your organization’s CX maturity level, complete our online CX assessment.

2003_5StagesOfXMMaturity

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.

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