Experience Matters

DECEMBER 15, 2015

In the upcoming year, CX will continue to grow in importance for companies and an even larger number of organizations will begin their CX journeys. Companies have started to use versions of an “effort” score as a key CX metric, because it provides a good mechanism for identifying areas of improvement. Effort Metric Expanding.

Trends 120

Trends Customer Experience Customer Journeys Customer Connectedness 120

Qualtrics

JANUARY 22, 2021

Bruce became so popular in the customer experience space that he and his wife Karen started their own business, Temkin Group, which became a highly respected research and advisory company. Bruce and Karen had met in business school and married a year later. The Qualtrics XM Institute was born with Bruce and Karen at the helm.

Customer Connectedness 26

Customer Connectedness Customer Journeys Employee Engagement Leadership 26

Experience Matters

OCTOBER 5, 2015

Culture can make or break the success of a company, which can be a scary phenomenon for executives. Think : Employees are intellectually bought-in and understand the company’s vision and why it is important to the company. What is the company communicating? 5) How Customer-Centric Are Organizations?

Culture 120

Culture Strategy Customer Connectedness Customer Centricity 120