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Aimee Lucas

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.

Articles attributed to Aimee Lucas


The Five Essential Elements of CX Program Governance

Organizations do not become customer-centric overnight. Customer experience (CX) transformation requires organizations to maintain a systematic focus on making changes over multiple years and across a...

By Aimee Lucas, Bruce Temkin, Isabelle Zdatny


Four Categories of CX and EX Alignment

As the employee engagement virtuous cycle points out, there’s a critical link between employee experience (EX) and customer experience (CX). Organizations need great EX to sustain great CX. As Exper...

By Aimee Lucas, Benjamin Granger


Driving Action From Journey Maps

Journey mapping is now a staple activity for many Experience Management (XM) teams. However, despite the – often significant – amount of time and resources organizations invest in developing these...

By Aimee Lucas, Isabelle Zdatny


Five Elements of Successful XM Ambassador Programs

We often work with organizations that want to drive large-scale change. To succeed, they need to blend top-down leadership with bottoms-up engagement. One of the tools that can enlist the required lev...

By Aimee Lucas, Bruce Temkin


Introducing the XM Professional (XMP) Certification

We’re very excited to announce that Qualtrics XM Institute is launching the XM Professional (XMP) Certification. This certification is the world’s first credential that recognizes an individual’...

By Aimee Lucas


Modern XM Requires Less Fragmentation and More Alignment

XM Institute has discussed how organizations will need to modernize their Experience Management (XM) efforts in order to fully master the capabilities of continuously learning, propagating insights, a...

By Aimee Lucas


What You Need to Know: Critical Areas of Expertise for XM Professionals

As the discipline of experience management (XM) becomes an integral part of more and more organizations’ strategies, the importance of knowledgeable, skilled XM professionals also rises. These inter...

By Aimee Lucas


Three CX Principles That Can Help Propel EX

One of the great things about working with my fellow XM Institute catalysts is how our exchange of ideas and experiences broadens our collective perspectives. And because so much of my work and resear...

By Aimee Lucas


B2B CX Management Efforts Have Room to Improve

Managing CX in a business-to-business (B2B) organization requires navigating a complex environment. These organizations have to account for multi-faceted customer relationships as they serve different...

By Aimee Lucas


Questions About Government CX, with Answers for All CX Programs

A couple of weeks ago, I joined a group of customer experience (CX) professionals who work across a variety of Federal Government agencies here in the U.S. for a virtual question and answer session. I...

By Aimee Lucas


Consider the Employee Journey When Improving Workplace Experiences

Engaged employees make a big difference inside organizations because of the higher level of commitment and contribution they bring to their work. However, many organizations still struggle to manage e...

By Aimee Lucas


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

So how can companies tap into this value? By focusing on a set of activities that we call the Five I’s of Employee Engagement: Inform. Provide employees the information they need to understand...

By Aimee Lucas


Effective Communication: A Critical Skill to Propel XM Success

In a world where humans are inundated with messages 24/7 through a myriad of channels from a variety of sources, it’s a challenge to cut through the noise to reach employees with important informati...

By Aimee Lucas