Has Social Media Hype Distracted Managers from Delivering Experiences that Matter? Inside Scoop with Bruce Temkin


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Bob Thompson interviews Bruce Temkin, a thought leader in Customer Experience Management, about his new report, The Current State of Customer Experience.

Topics include:

  • Why is the customer experience important… to the CEO?
  • Which companies are doing a truly excellent job on customer experience and reaping the rewards?
  • Why is that true customer-centricity is so hard to achieve? (3% truly customer-centric, 33% oblivious)
  • Which of the four customer experience competencies (Purposeful Leadership, Customer Connectedness, Compelling Brand Values, Employee Engagement) is the most challenging?
  • Despite heated debate and some technical limitations, NPS seems to be catching on as a key metric. Is this a good thing?
  • Has social media hype distracted managers from delivering the products and experiences that customers really want?

Bruce Temkin
I'm an experience (XM) management catalyst; helping organizations engage the hearts and minds of their employees, customers, and partners. I lead the Qualtrics XM Institute, which is fueling a global community of XM Professionals to radically improve the human experience. Our team focuses on thought leadership, training, and community building. To understand me, read my manifesto: Experience Matters (https://experiencematters.blog/2020/02/27/my-manifesto-experience-matters/)


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