CX Sparks: Stimulating Discussion Guides

CX Sparks: Guides For Compelling Customer Experience Discussions

Do you want to have a meaningful discussion about CX with your team? Then use one of our CX Sparks below. We’ve developed these discussion guides to be used in conjunction with Temkin Group’s short videos. After having a group watch a video, you can use the guide to spark a discussion.

CX Sparks: Guides For Compelling Customer Experience DiscussionsJust click on the icons below to download a guide. We’ve developed these discussion guides to be used in conjunction with Temkin Group’s short videos.


What is Customer Experience?

CX Sparks: What is Customer Experience?

Customer experience (CX) seems like a simple concept, but it’s oftenTemkin Group Video: What is Customer Experience (CX)?misunderstood. Use this tool to spark a discussion with a group of people to align their understanding of customer experience. Prior to the discussion, the group will watch a two-minute video.

Related materials:

  • Blog post: Customer Experience = Success + Effort + Emotion
  • Free eBook: 10 CX Mistakes to Avoid

Building a Strong Voice of the Customer Program

CX Sparks: The Power of Customer Journey ThinkingCX Spark: Building a Strong Voice of the Customer ProgramVoice of the customer (VoC) programs are a critical foundation for many CX programs. Use this tool to spark a discussion with a group of people about Temkin Group’s model for creating a strong VoC program, called the Six D’s. Prior to the discussion, the group will watch a three-and-a-half-minute video.

Related materials:

  • Resources page: Voice of Customer (and NPS) Program Resources
  • Infographic: Building a Strong VoC Program
  • Report: State of Voice of the Customer Programs, 2017
  • Report: Renovating Your Voice of the Customer Program

Power of Customer Journey Thinking

Temkin Group Video: The Power of Customer Journey Mapping

CX Sparks: The Power of Customer Journey ThinkingThe holistic view from customer journey maps can help an organization understand the experience it delivers. Customer Journey Thinking™ can bring that same benefit to every decision without a map. Use this tool to spark a discussion with a group of people around the five questions of Customer Journey Thinking. Prior to the discussion, the group will watch a three-minute video.

Related materials:

  • Free eBook: 25 Tips for Tapping Into Customer Emotions
  • Blog post: Want Loyal Customers? Start Talking About Their Emotions!

Start Talking About Emotions

Temkin Group Video: Start Talking About Emotions

CX Sparks: Start Talking About EmotionsHow customers feel about an interaction has a significant impact on their loyalty to a company. Use this tool to spark a discussion with a group of people around the role customer emotion plays in CX and customer loyalty. Prior to the discussion, the group will watch a two-minute video.

Related materials:

  • Infographic: The Power of Customer Journey Thinking
  • Report: The Shift to Customer Journey Insights

Emotion: The Missing Link In Customer Experience

CX Spark: Emotion: The Missing Link in Customer ExperienceEmotion: The Missing Link In Customer ExperienceTemkin Group research shows that the emotional component of a customer’s experience has the most significant impact on loyalty. Use this tool to spark a discussion with a group of people about how your organization can better focus on customers’ emotions. Prior to the discussion, the group will watch a two-and-a-half-minute video.

Related materials:

  • Free eBook: 25 Tips for Tapping Into Customer Emotions
  • Blog post: Emotion and the Four Customer Experience Core Competencies

Customer-Centric Culture Change

Temkin Group Video: Customer-Centric Culture

CX Sparks: Customer-Centric CultureCulture is how people think, believe, and act. And if companies want to deliver a great customer experience (CX), they need to embed CX into the organization by transforming their culture to be customer-centric. Use this tool to spark a discussion with a group of people to help them understand five strategies for effective culture transformation. Prior to the discussion, the group will watch a five-minute video.

Related materials:

  • Infographic: Guide to Organizational Culture Change
  • Blog post: Put Culture Change on Your (2017) CX Agenda. Here’s How.

Driving CX Transformation, Made Simple

Temkin Group Video: Four CX Core Competencies

CX Sparks: Driving Customer Experience Transformation, Made SImpleWhile many companies try to improve their customer experience (CX) by making superficial changes, Temkin Group research has found that the only path to lasting differentiation and increased loyalty is to build a customer-centric culture. Use this tool to spark a discussion with a group of people around the four CX core competencies that are the cornerstones of a customer-centric culture. Prior to the discussion, the group will watch a three-minute video.

Related materials:

  • Free report: The Four Customer Experience Core Competencies
  • Landing Page: The Four Customer Experience Core Competencies

CX Competency: Purposeful Leadership

Temkin Group Video: Purposeful Leadership (CX Competency)CX Sparks: Purposeful Leadership, Customer Experience CompetencyBuilding a customer-centric culture involves mastering four customer experience (CX) core competencies: purposeful leadership, compelling brand values, employee engagement and customer connectedness. Use this tool to spark a discussion with a group of people around Purposeful Leadership and what it looks like in action. Prior to the discussion, the group will watch a two-minute video.

Related materials:

CX Competency: Customer Connectedness

Temkin Group Video: Customer Connectedness (CX Competency)CX Sparks: Customer Connectedness, Customer Experience CompetencyBuilding a customer-centric culture involves mastering four customer experience (CX) core competencies: purposeful leadership, compelling brand values, employee engagement and customer connectedness. Use this tool to spark a discussion with a group of people around the Customer Connectedness competency and what it looks like in action. Prior to the discussion, the group will watch a two-minute video.

Related materials:

CX Competency: Employee Engagement

Temkin Group Video: Employee Engagement (CX Competency)CX Sparks: Employee Engagement, Customer Experience CometencyBuilding a customer-centric culture involves mastering four customer experience (CX) core competencies: purposeful leadership, compelling brand values, employee engagement and customer connectedness.Use this tool to spark a discussion with a group of people around Employee Engagement and what it looks like in action. Prior to the discussion, the group will watch a two-minute video.

Related materials:

CX Competency: Compelling Brand Values

Temkin Group Video: Compelling Brand Values (CX CompetencYCX Sparks: Compelling Brand Values, Customer Experience CompetencyBuilding a customer-centric culture involves mastering four customer experience (CX) core competencies: purposeful leadership, compelling brand values, employee engagement and customer connectedness. Use this tool to spark a discussion with a group of people around Compelling Brand Values and what it looks like in action. Prior to the discussion, the group will watch a two-minute video.

Related materials:

  • Landing Page: Compelling Brand Values Overview
  • Report: Translating Brand Promises Into Employee Behaviors

Improving Humanity

Humanity: You Have A Choice (Video)CX Sparks: Improving HumanityEvery year Temkin Group identifies a theme that it believes is important for the entire CX community. With all of the discord and tension throughout the world, it seems like a good time for all of us to refocus on what’s most important, our collective humanity. Use this tool to spark a discussion with a group of people around how they can improve humanity, by focusing on diversity, compassion, and appreciation. Prior to the discussion, the group will watch a one-minute video.

Related materials:

Five Ways That Organizations Crush Customer Empathy

CX Spark: Five Ways That Organizations Crush Customer Empathy CX Sparks: Improving HumanityHuman beings are naturally wired to be empathetic, yet organizations crush natural empathy in many ways. Use this tool to spark a discussion with a group of people around the ways that organizations inhibit employees’ natural empathy and how your organization can look for them and suppress their impact. Prior to the discussion, the group will watch a three-minute video.

Related materials:

  • Free eBook: 25 Tips for Amplifying Empathy
  • Blog post: Winners of the Amplify Empathy Challenge