Aimee Lucas profile picture

Aimee Lucas

Senior Principal XM Analyst

Author Bio
Aimee Lucas is an experience management researcher, advisor, trainer, and speaker. As part of Qualtrics’ XM Institute, she focuses her efforts on helping organizations optimize their experience management (XM) programs. She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. Aimee has over 20 years of experience improving service delivery and transforming CX through people development and process improvement initiatives. Her areas of expertise include market research, program management, marketing, instructional design, and training. Aimee joined Qualtrics when it acquired Temkin Group, a leading CX research and advisory firm. Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. Aimee is a Certified Customer Experience Professional (CCXP) and a graduate of the University of Notre Dame with a degree in marketing management.

Attributed articles

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The Five Essential Elements of CX Program Governance

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Four Categories of CX and EX Alignment

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Driving action from journey maps

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Five Elements of Successful XM Ambassador Programs

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Introducing the XM Professional (XMP) Certification

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Modern XM Requires Less Fragmentation and More Alignment

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Three CX Principles That Can Help Propel EX

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B2B CX Management Efforts Have Room to Improve

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Questions About Government CX, with Answers for All CX Programs

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Consider the Employee Journey When Improving Workplace Experiences

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How Do You Engage Employees? Adopt the Five I’s

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Effective Communication: A Critical Skill to Propel XM Success