Experience Matters

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CX Competency: Employee Engagement (Video)

Experience Matters

Temkin Group has found that the only path to sustainable customer experience differentiation is to build a customer-centric culture. How? By mastering Four Customer Experience Core Competencies. This video provides an overview of one of those competencies, Employee Engagement, where the goal is to align employees with the goals of the organization.

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Sorry POTUS, But Good Business Does Require Heart

Experience Matters

I recently read this quote attributed to President Trump: Here, everything, pretty much everything you do in government involves heart, whereas in business most things don’t involve heart. In fact, in business you’re actually better off without it. My take: No, no, no! This is wrong-minded, and very outdated thinking. To succeed, businesses must make […].

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Report: Employee Engagement Competency & Maturity, 2017

Experience Matters

We just published a Temkin Group report, Employee Engagement Competency & Maturity, 2017. Here’s the executive summary of this annual review of employee engagement activities, competencies, and maturity levels for large companies: Engaged employees are critical assets to their organization. It’s not surprising, therefore, that customer experience leaders have more engaged employees than their peers.

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Goodbye Experience Matters (But It’s Good News)

Experience Matters

There’s a saying that “all good things must come to an end.” Sometimes, however, the end is really the start to something much better—which is the case with the Experience Matters blog. This is the last post on the current isolated platform, as this blog will be integrated into a brand new XM Institute website. We’re not stopping the blog; it’s just moving to xminstitute.com/blog.

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Five Leadership Principles For Truly Driving More Diversity And Inclusion

Experience Matters

The deaths of George Floyd, Breonna Taylor, Ahmaud Arbery, and others have sparked a renewed outrage against racial inequality around the world, leading many organizations to consider changes to how they operate. That’s great, but I’ve seen too many of these situations create an immediate response with no lasting change. I don’t have answers for solving deep injustices in broader society, but I want to apply what I’ve learned to help organizations become more inclusive and diverse.

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Consumers? Online And In-Person Plans As The U.S. Heads Back To Business

Experience Matters

As many part of the U.S. loosen their COVID restrictions, many businesses are heading into the Explore phase, the first of three phases of recovery that I’ve previously defined. To understand consumer mindset entering into this new phase, we asked 10,000 U.S. consumers a number of questions about their attitudes and activities. Health Concerns And Trusted Information Sources We wanted to understand how consumers feel about their personal health risk and where they turn for information.

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Largest Drop In U.S. Well-Being Since 2012 Hits Females Hardest

Experience Matters

U.S. well-being drops the most since 2012, driven by older females who feel much less financially secure. The post Largest Drop In U.S. Well-Being Since 2012 Hits Females Hardest appeared first on Experience Matters.

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