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The time has finally come for me to tell people to stop purchasing Temkin Group research reports. Are we eliminating them? No. Are they irrelevant? No. We’ve just decided to give them away for free on the Qualtrics XM Institute site. That’s right, you can now get access to almost our entire research library for free. One of the reasons we joined Qualtrics was to be able to help more people and organizations. This move shows you the commitment that Qualtrics is making to help the world understand and deliver on the promise of Experience Management (XM). One of the Read More ...

The post Exciting News From The XM Institute appeared first on Experience Matters.

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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 theme. Just about every SAP or Qualtrics keynote speech discussed XM, and it was a topic at many of the concurrent sessions. I really enjoyed seeing the XM message come to life in so many different ways. One of the cornerstones of XM is the combination of operational data (“O-data”) and experience data (“X-data”). While each type of data can provide valuable insights on its own, Read More ...

The post Six Categories Of X&O Data Insights appeared first on Experience Matters.

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As you have hopefully seen, I’m now running the Qualtrics XM Institute, where we will be producing easy-to-consume, compelling content and training that both inspires business leaders with experience management (XM) possibilities and helps them drive value from their programs. Many people have asked me recently about why we’re now focusing on XM instead of on customer experience (CX). The quick answer is that we are still focusing a lot on CX. It will continue to be a critical component of our work. The longer explanation for this CX-to-XM transition requires me to first break down how these two domains work together. Read More ...

The post CX to XM: Propelling Humanity & Intelligence appeared first on Experience Matters.

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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 included a stream of activity around “decomplexing.” I loved seeing that! Complexity ends up oozing its way into all types of experiences. Complex products, prices, or processes lead to ill-prepared employees and confused customers. A complex set of benefits leads to ill-prepared HR representatives and confused employees. A complex brand positioning leads to erratic messages and a confused marketplace. The problem even goes beyond confusion, as complexity Read More ...

The post Complexity Is An Experience Killer appeared first on Experience Matters.

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As you think about your experience management (XM) efforts, it’s important to understand  how people flow through the experiences in their lives — as customers, employees, patients, fans, citizens, students, etc. To help deepen that understanding, I’ve created a simple model, the Human Experience Cycle (HxC). As you can see in the chart below, the HxC is made up of five elements: Expectations: What a person anticipates will happen during an experience. Experiences: What actually happens to a person during an interaction. Perceptions: How a person views an experience based on their expectations. Attitudes: How someone feels about the organization. Read More ...

The post The Human Experience Cycle appeared first on Experience Matters.

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Last week, I gave two presentations at the Qualtrics X4 Summit that focused on how to adopt experience management (XM). Here’s a glimpse of that content… First of all, let’s get aligned: what do you expect to see in the future? More or less demanding customers? (I say more) More or less demanding employees? (I say more) More or less access to data and analytics? (I say more) More or less time to respond to changes? (I say less) Attendees at X4 almost universally agreed with my point of view. If we’re accurate, then organizations that succeed will have to Read More ...

The post Tapping Into The Power Of Experience Management appeared first on Experience Matters.

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Last week I joined more than 10,000 XM enthusiasts at the Qualtrics X4 Summit in Salt Lake City. This was my fourth X4, and the first one since joining Qualtrics. I really enjoyed seeing old friends and meeting many new ones. We have some really awesome clients! My head is still spinning from the amazing event. Over two days, we were treated to the most incredible line-up of speakers, including President Obama, Oprah, Sir Richard Branson, Ashton Kutcher, NBA Commissioner Adam Silver, and Imagine Dragons’ lead singer Dan Reynolds. Add to that an Imagine Dragons concert, skateboard exhibition by Tony Read More ...

The post Debriefing My Qualtrics X4 Experience appeared first on Experience Matters.

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In honor of International Woman’s Day, I decided to compare the difference in well-being across gender and age by dissecting the 2018 Temkin Well-Being Index (TWBI). I examined the overall TWBI, as well as the three elements that make up the index—the percentage of consumers who agree that they are: Typically happy Healthy Financially Secure As you can see in the charts below: Young females have the lowest level of well-being. Males between the ages of 25- and 34-years-old have the highest level of well-being. Both males and females experience a decline in their well-being in their 30’s and 40’s. Read More ...

The post Young Women Have Lowest Level Of Well-Being appeared first on Experience Matters.

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Last week I spoke at a local CXPA meeting in Boston. We had a great turnout, thanks to the great work of the planning committee and the wonderful space provided by Education First. I led a discussion about the future of CX, which I believe was applicable to all experience management (XM) leaders. One of my key messages was that we need to think of our roles differently as we push our organizations to even higher levels of CX/XM maturity. Here’s how the role of CX/XM leaders need to change: Early stages of maturity: WHAT WE DO. In the early Read More ...

The post The Evolving Role of CX (& XM) Leaders appeared first on Experience Matters.

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Does your organization listen to its employees? I mean, really listen and act on what they say. Based on what our research has uncovered, it’s likely that the true answer is “no.” Check out some data from our recent research: In our Q3 2018 Consumer Benchmark Study, we found that 40% of full time U.S. employees strongly agrees with the statement, “My company asks for my feedback and acts upon what I say.” In the report, Employee Engagement Competency & Maturity, 2018, we found that only 40% of executives within large organizations  put a high priority on taking action based on Read More ...

The post The Engaging Power Of Employee Feedback appeared first on Experience Matters.

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