Emotion: The Missing Link in Customer Experience (Video)
January 27, 2016 5 Comments
Enjoy this Temkin Group video, part of our celebration for “The Year of Emotion.”
Enjoy other Temkin Group videos
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.
Customer Experience Matters® 
Discover isn’t represented as one of the companies you evaluate. Could you connect me with someone who could outline what it would take to be included in these types of studies?
Ashley Hagberg | Discover
Sr. Manager, Customer Experience Strategy
Customer Service & Engagement (CSE)
2500 Lake Cook Road, Riverwoods, IL, 60015
• (224) 405-1830 | • ashleyhagberg@discover.com
Ashley: Discover is included in the Temkin Emotion Ratings, but it was not an industry leader. So it is not highlighted in the video.
Navy Federal is not included in the ratings. Can we discuss how we might be included in these ratings moving forward?
Hi Marcia: We select the companies in each group that we believe have a large enough footprint to garner enough customer feedback (100+ consumer responses) for us to include in our published research. If you think that NFCU’s footprint is large enough in any of our categories, feel free to make your case in an email: bruce@temkingroup.com
excellent video, short and to the point and lots of fun to watch.