7 tips on how to improve Customer Experience (CX) by empowering employees
If you’re looking to raise the bar on customer experience, look no further than your employees — harnessed in the right way, they’re one of the most effective levers any organization has. Find o...
By Elizabeth Kampf
Talking Employee Experience and XM with Ben Granger
Some of the practices that highly mature EX programs use could backfire if an organization has never done formal employee measurement before. So that is always a consideration we make when we advise o...
By Bruce Temkin
Reflecting on 6 Principles of Success
Given the recent closing of Temkin Group, it seems like a good time to reflect on what I’ve learned over the last decade or so of building a successful business, creating a world-wide association, ...
By Bruce Temkin
A peek into the future with the godfather of the Experience Economy
When Joe Pine and James Gilmore first coined the phrase ‘the experience economy’ over 20 years ago, they started a revolution that would see tens of thousands of businesses transform how they oper...
By Jack Davies
Stop Obsessing About Organizational Alignment
I was recently asked a question that I hear a lot, how do we get alignment across our large, complex organization? This is an important question since the path to Experience Management (XM) often re...
By Bruce Temkin
Six Categories of X&O Data Insights
Last week I attended SAP’s SAPPHIRE and CX Live events in Orlando. It was great to see 35,000 or so of my new friends. As you might expect, Experience Management (“XM”) was a dominant them...
By Bruce Temkin
Complexity Is an Experience Killer
I just spent two days in Miami with a great group of executives who are part of the SAP CX Client Advisory Board. One of their presentations described the company’s technology transformation, and ...
By Bruce Temkin
The Human Experience Cycle
Why should organizations invest in managing the experiences of the people who interact with them? Because experiences are how people interface with the world. Every time someone interacts wi...
By Qualtrics
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