Customer Experience: The Path From Fluff to Tough (Infographic)

February 22, 2016 Leave a comment

Temkin Group’s research shows that companies evolve through six stages of CX maturity, but the higher levels of maturity take a significant jump in focus and commitment. What does that path look like? Take a look at this infographic.

1601_CXFluffToTough_infographic

You can download (and print) this infographic in different forms:

The bottom line: Make the leap from fluff to tough

Filed under 4 CX Core Competencies, CCXP3 Organizational Adoption and Accountability, Customer experience, Infographic, ROI of Customer Experience

About Bruce Temkin, CCXP
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 these 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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