Podcasts about qualtrics xm institute

The Role of Generative AI, Analytical AI, and Agentic AI in Enhancing Customer Loyalty and Experience  Shep interviews Isabelle Zdatny, Head of Thought Leadership with Qualtrics XM Institute. She talks about how AI can help measure customer loyalty, improve employee productivity, and enhance customer service processes.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    What is Agentic AI?  What is the difference between generative AI, analytical AI, and agentic AI?  What impact does AI have on analyzing and predicting customer behavior?  How do companies balance AI with the need for human empathy in customer service?  Why is it crucial for companies to start implementing AI to improve customer experience?  Top Takeaways:    As technology advances, the quality of customer experiences is gradually improving. However, customers are becoming less tolerant of poor experiences. Businesses must realize that one bad interaction can significantly impact customer loyalty.     In Shep's recent customer service and experience survey, we found that the average customer is willing to give you two chances before they switch to a competitor. Loyal customers will give three chances. Maintaining consistent positive experiences is critical to retaining customers.      Traditional approaches to getting customer feedback are less effective in measuring loyalty. Consumers are leaving less feedback because they don't trust that their voice is acknowledged. They often see little value in answering surveys and may prefer to quietly switch to a competitor.    Unlike traditional AI, agentic AI can process data and understand the customer. As a result, it can take action without constant human assistance. Unlike analytical or generative AI, which are great at specific, focused tasks but still rely on people to prompt chatbots or act on predictions, agentic AI can manage entire end-to-end customer journeys and adapt to changes as they happen.    Customers should know when interacting with a bot rather than a human. Companies employing AI in customer interactions must be transparent about their use to maintain trust and ensure that experiences align with customers' expectations ethically.    Human interaction is still needed in customer service. AI can handle routine tasks, allowing human agents to deal with complex issues requiring empathy.    According to recent Qualtrics research, there is a $860 billion ($420 billion for B2B and $440 billion for B2C) opportunity for organizations using AI to improve customer experiences systematically. This value is generated through increased employee productivity, process improvement, and revenue growth.    Plus Shep and Isabelle discuss more insights from Qualtric's free report, Unlock the Potential of AI-Enabled CX. Tune in!  Quote:   "Customers are less tolerant of friction these days. So even if you deliver consistently good experiences, just one bad interaction can send your relationship down a bad path more quickly than it used to."      About:    Isabelle Zdatny is Head of Thought Leadership at Qualtrics XM Institute. She creates leading content on experience management trends and best practices, delivers training, and advises organizations on CX and EX strategy.  Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.   Learn more about your ad choices. Visit megaphone.fm/adchoices

Join us for a compelling conversation with Bruce Temkin, a true pioneer in the world of customer experience (CX) and the co-founder of the Customer Experience Professionals Association (CXPA), the founder of the XM Institute at Qualtrics, and now, head of Humanity at Scale. In this episode, Bruce shares his journey from shaping the foundations of CX to launching a bold new initiative focused on helping leaders drive sustainable success by putting people first. We dive into Bruce's unique approach to making “squishy” concepts like customer experience concrete and actionable, including the creation of the Temkin Experience Ratings and the importance of accessible, meaningful data. Bruce offers candid insights on the evolution of CX metrics, the limitations of traditional surveys and NPS, and why emotion is the most powerful driver of loyalty. Discover how Humanity at Scale expands the conversation beyond CX, challenging leaders to rethink the false tradeoff between business success and human-centric leadership. Whether you're a CX professional, business leader, or simply passionate about making organizations more people-focused, this episode is packed with practical wisdom and inspiration from one of the industry's true thought leaders. Meet Bruce Bruce Temkin is an Experience Management (XM) visionary and is often referred to as the “Godfather of Customer Experience.” He leads Humanity at Scale and hosts the Humanity at Scale podcast.  He most recently founded the Qualtrics XM Institute, which provides thought leadership and training to help organizations around the world and is also building a global community of XM professionals who are radically changing the human experience.  Prior to Qualtrics, Bruce led Temkin Group, which provided research, advisory, and training that helped many of the world's leading brands build customer loyalty by engaging the hearts and minds of their customers, employees, and partners. He is also the co-founder and Chairman Emeritus of the Customer Experience Professionals Association. Prior to Temkin Group, Bruce spent 12 years with Forrester Research during which time he led the company's B2B, financial services, eBusiness, and customer experience practices and was the most-read analyst for 13 consecutive quarters. Bruce has a mechanical engineering degree from Union College and a master's in management from the MIT Sloan School of Management.

Customer experience is only as strong as the feedback that shapes it but fewer customers are speaking up. In this episode, Isabelle Zdatny, Head of Thought Leadership at the Qualtrics XM Institute, joins Intercom's VP of Customer Support Declan Ivory to unpack the decline in customer feedback – and what it means for businesses aiming to deliver world-class experiences. They explore the trust gap, survey fatigue, and rising expectations, and explain why great CX now depends on smarter, faster listening. From adaptive surveys to AI-powered insights, they reveal how leading companies are transforming how they capture feedback and continuously improve the customer journey.Watch on YouTube: https://youtu.be/D2f-8ATNvZA?si=thBjoaNFvr3M1-2cFollow the people:https://www.linkedin.com/in/decivory/https://www.linkedin.com/in/isabelle-zdatny-ccxp-xmp-85932667/Newsletters:Sign up for The Ticket: A twice-monthly newsletter bursting with all the insights, trends, tips, and assets your team needs to embrace the future of customer service. https://www.intercom.com/blog/newsletterSign up for Intercom on Product: a monthly newsletter sharing our latest thinking on building and designing great products, and how that's changing in the age of AI.https://inter.com/productpodcastFollow The Ticket podcast:Apple Podcasts https://podcasts.apple.com/gb/podcast/the-ticket-discover-the-future-of/id996103731Spotify: https://open.spotify.com/show/6zlcXgcd2kX9E4cbQTCsR9YouTube: https://www.youtube.com/playlist?list=PLlCIldMZCaFrn43ZNAiw00icA-nRW5wVFRSS Feed https://art19.com/shows/inside-intercomSay hi:LinkedIn: https://www.linkedin.com/company/intercom/X: https://x.com/intercomGet a free trial of Fin, our breakthrough AI chatbot, here: https://www.intercom.com/finwww.intercom.comSee Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Today's podcast is a three-parter and features interviews with Zig Serafin, Brad Anderson and Isabelle Zdatny that I conducted at Qualtrics' recent X4 2025: The Experience Management Summit, which took place in Salt Lake City on March 18th-20th. Zig Serafin is the Chief Executive Officer of Qualtrics, Brad Anderson is the President of Products, UX and Engineering at Qualtrics, and Isabelle Zdatny is the Head of Thought Leadership at Qualtrics XM Institute. We talk about all of the latest developments at Qualtrics, including some of the big product announcements, many of the big challenges currently facing brands and a new piece of research that Qualtrics recently produced in collaboration with McKinsey on The AI-Powered Customer Experience Opportunity. This interview follows on from my recent interview – Testing and experimentation is everyone's problem – Interview with Shafqat Islam of Optimizely – and is number 535 in the series of interviews with authors and business leaders who are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees. NOTE: Today's episode is sponsored by Qualtrics, who recently held their X4 2025: The Experience Management Summit in Salt Lake City on March 18th-20th. I was there, and it was a great event that explored how leading organizations are leveraging Experience Management (XM) to enhance customer and employee satisfaction, reduce operating costs, and achieve remarkable breakthroughs. We heard from industry leaders and companies, including Autodesk, Ford, USAA and Hilton. Find out more and catch up on the latest news coming out of the event at the Qualtrics website.

Can AI truly revolutionize customer experience, or is it just another overhyped tech trend? While most organizations recognize AI's potential, many are still struggling to scale AI beyond pilot projects. So, what's holding them back? In this episode, recorded live at the X4 Summit in Salt Lake City, I sit down with Isabel Zdatny, Head of Thought Leadership at Qualtrics XM Institute, to explore the $860 billion opportunity AI presents for customer experience. We discuss why only 12% of organizations have a company-wide AI strategy, the disconnect between AI ambition and execution, and how companies can break free from what she calls "pilot purgatory." Key topics include: The three biggest ways AI will unlock business value—from productivity gains to revenue growth and operational efficiency. Why AI needs to be top-down and outcome-focused—not just a shiny tech experiment. The rise of Agentic AI—AI that doesn't just assist but autonomously manages entire workflows. How leading companies are using AI to predict and prevent customer churn, personalize interactions, and optimize operations. The biggest myths about AI in CX—and why you don't need perfect data to get started. As AI reshapes how businesses engage with customers, companies that act decisively and strategically will gain a significant competitive advantage. But will they move fast enough? Tune in to hear real-world insights, case studies, and expert advice from Isabel on how businesses can turn AI potential into real impact—before their competitors do.

Qualtrics XM Institute in a study of over 28,000 people across 26 countries concluded that $3.7 Trillion in Global Sales were lost last year due to bad customer experiences. Qualtrics estimates that $74 billion was lost in Australia due to poor customer service. According to Moira Dorsey, Principal XM Catalyst at the Qualtrics XM Institute, "All it takes is one bad experience or wrong move for an organisation to be punished...that's why in 2024 companies need to be more careful than ever not to mistreat customers." Graham Harvey is a straight talker who has a passion to stop this. This is what he says about himself in his LinkedIn profile. 'I work with service leaders and their teams, coaching & empowering them to design & develop cultures of service excellence that deliver standout results across their entire business organisation, especially for their customers.  If you want someone to make you feel warm and fuzzy, to insulate you from the harsh realities of modern business, and let you pretend that ‘business-as-usual' will get you safely to where it is you wish to go, then there are others you should probably call. However, suppose you want someone with the courage and experience to ask the tough questions, to help you identify and confront reality head-on, to provoke and challenge your current thinking, attitude and behaviours, and to leave you with time-proven, research-based strategies to achieve higher levels of performance that will deliver exceptional results and blow your competition out of the water. In that case, you have come to the right place.' IN THIS PODCAST, GRAHAM AND I DISCUSS His background in business and how he found his passion in coaching customer-facing businesses. How to optimise the human connection in business to grow sales, grow staff and customer engagement and grow customer retention, repeat business and referrals His values and why he uses values as critical business tools in his coaching How and why design and deliver standout customer experiences to delight customers - every time The secret to blowing your competition out of the water How and why culture is the foundation stone to outstanding customer experiences The key milestones and decisions he has made throughout his life and career that have shaped his thinking and his coaching in today's market What to ask your customer to transform your business results The Power of the 7 clients a day Program How he loves the power and impact of his Design - Deliver - Delight Program .. and much more Contact Graham - graham@grahamharvey.com 0403 262 988   Want me to Coach You Lead Your Best Business - Lead Your Best Life? Book an Obligation Free Lead Your Best Life Strategy SessionSchedule a free Lead Your Best Business - Lead Your Best Life Coaching call here now: 15-Minute Strategy Meeting Limited spaces available. Want access to powerful online Coaching Resources? B2B Package - for B2B Sales Results Transformation https://book.colourzonesellingsystem.com/b2b_sales Retail Package - for Retail Sales Results Transformation https://book.colourzonesellingsystem.com/retail_offer1

Gathering, Acknowledging, and Responding to Customer Feedback  Shep Hyken interviews Isabelle Zdatny, Head of Thought Leadership with Qualtrics XM Institute. She talks about the importance of treating customer feedback as a valuable tool for improving customer experience, the decline in consumer feedback, and customer survey best practices.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    What is survey fatigue?  How can negative feedback act as a valuable tool in preventing customer churn?  Why should companies prioritize genuine feedback over high survey scores?  What are the best practices for creating effective and concise customer surveys?  How many chances do customers typically give companies after a poor experience?  Top Takeaways:    Customer feedback is a gift. Negative feedback uncovers areas for improvement, potentially saving businesses from losing customers to competitors.    Customer loyalty is fragile. High customer expectations and the ability to switch to competitors easily mean companies must work even harder to keep their consumers happy. "Nice to have" industries like online retailers, hospitality, and airlines must invest more in experience to establish trust and loyalty with their customers.     Customer service is increasingly becoming more important than price. More and more customers are willing to pay extra for convenient, hassle-free experiences.     Companies need to look beyond the Voice of the Customer. Other sources, such as customer history, support interactions, and social media, can help companies understand the full scope of their customers' experiences.     Isabelle shares stats from the 2025 Consumer Trends Report by Qualtrics. Here are some highlights:    61% of consumers shared that trust in the information that companies provide to them is a top priority.   53% of bad customer experiences result in a decrease in spending.  Customers are less willing to give feedback than they were a few years ago. Compared to 4 years ago, customer feedback after a bad experience has dropped by 8%. The number of customers who do not tell anyone about their experience has increased by over 6%    Plus, Shep and Isabelle discuss why getting honest feedback is more important than getting high metric scores. Tune in!  Quote:   "The overall quality of customer experiences has improved. What's changing is customer expectations. Consumers are less tolerant of bad experiences, so when they happen, they are more likely to either decrease or stop spending money on a business."  About:    Isabelle Zdatny is the Head of Thought Leadership with Qualtrics Experience Management Institute. She produces industry-leading content on experience management trends and best practices, including the 2025 Consumer Trends Report.    Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio. Learn more about your ad choices. Visit megaphone.fm/adchoices

What if your customers are staying silent after a bad experience - or even a good one for that matter? If you're waiting for feedback to drive improvement, the silence might already be costing you more than you think. Today we're exploring the future of customer feedback with Isabelle Zdatny, Head of Thought Leadership at the XM Institute at Qualtrics. We'll dive into the findings from Qualtrics' 2025 Consumer Trends Report, the challenges of the “feedback recession,” and the role technology could play in shaping the future of customer insights. As Head of Thought Leadership with Qualtrics XM Institute, Isabelle helps Experience Management (XM) professionals make sense of the complex, evolving XM landscape so they can do their jobs with more confidence and success. She produces industry-leading content on XM trends and best practices, develops and delivers training, advises organizations on the design and execution of their CX and EX programs, and speaks on key XM topics and trends. RESOURCES Qualtrics: https://www.qualtrics.com Qualtrics 2025 Global Consumer Trends Report: https://www.qualtrics.com/ebooks-guides/customer-experience-trends/ XM Institute: https://www.xminstitute.com/ Wix Studio is the ultimate web platform for creative, fast-paced teams at agencies and enterprises—with smart design tools, flexible dev capabilities, full-stack business solutions, multi-site management, advanced AI and fully managed infrastructure. https://www.wix.com/studio Connect with Greg on LinkedIn: https://www.linkedin.com/in/gregkihlstrom Don't miss a thing: get the latest episodes, sign up for our newsletter and more: https://www.theagilebrand.show Check out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.com The Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://www.teksystems.com/versionnextnow The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company

What if your customers are staying silent after a bad experience - or even a good one for that matter? If you're waiting for feedback to drive improvement, the silence might already be costing you more than you think. Today we're exploring the future of customer feedback with Isabelle Zdatny, Head of Thought Leadership at the XM Institute at Qualtrics. We'll dive into the findings from Qualtrics' 2025 Consumer Trends Report, the challenges of the “feedback recession,” and the role technology could play in shaping the future of customer insights. As Head of Thought Leadership with Qualtrics XM Institute, Isabelle helps Experience Management (XM) professionals make sense of the complex, evolving XM landscape so they can do their jobs with more confidence and success. She produces industry-leading content on XM trends and best practices, develops and delivers training, advises organizations on the design and execution of their CX and EX programs, and speaks on key XM topics and trends. RESOURCES Qualtrics: https://www.qualtrics.com Qualtrics 2025 Global Consumer Trends Report: https://www.qualtrics.com/ebooks-guides/customer-experience-trends/ XM Institute: https://www.xminstitute.com/ Wix Studio is the ultimate web platform for creative, fast-paced teams at agencies and enterprises—with smart design tools, flexible dev capabilities, full-stack business solutions, multi-site management, advanced AI and fully managed infrastructure. https://www.wix.com/studio Connect with Greg on LinkedIn: https://www.linkedin.com/in/gregkihlstrom Don't miss a thing: get the latest episodes, sign up for our newsletter and more: https://www.theagilebrand.show Check out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.com The Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://www.teksystems.com/versionnextnow The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company

As consumers we've all interacted in different ways with companies. Sometimes an automated system, online chat, an app on our phones, or even a live human being. But as customer experience professionals, how do we know which channel is the best option and the most preferred by consumers? And how will AI fit into all this? Host Sara Walker welcomes James Scutt, a principle XM strategist at the Qualtrics XM Institute for a look at what their 2023 Global Consumer Study reveals about consumer channel preferences.  Find a transcript for this episode on the show notes page: https://cxleaderpodcast.com/ai-is-it-hype-or-helpful/  Read the 2023 Global Consumer Study: https://www.xminstitute.com/research/consumer-channel-preferences-2024/  Listen to more podcasts at https://cxleaderpodcast.com/ Learn more about Walker at https://walkerinfo.com/ 

If you go back in time 10 or 15 years you'll find it was common for a market research function within a company to send out a single survey each year to all customers asking about their satisfaction with the products and services they interacted with. The field has since greatly evolved as what we now call customer experience regularly receives customer feedback from multiple surveys and unstructured data, and we get that data from across multiple channels. But we still have a lot of evolution left if we want to keep up with the changes our companies are dealing with. Host Troy Powell welcome Isabelle Zdatny from the Qualtrics XM Institute to discuss the evolution of customer experience and experience management. Find a transcript for this episode on the show notes page: https://cxleaderpodcast.com/its-moving-really-fast/ Learn more about the XM Institute at https://www.xminstitute.com/  Listen to more podcasts at https://cxleaderpodcast.com/ Learn more about Walker at https://walkerinfo.com/ 

As workers continue to experience evolving hybrid work arrangements against a backdrop of economic uncertainty and transformation, Qualtrics' 2024 Employee Experience Trends Report has revealed the indicators of an optimal employee experience in Singapore have stalled over the last 12 months.  Dr Cecelia Herbert, Principal XM Catalyst, Qualtrics XM Institute tell us more about the study and why  Generation X are reporting the lowest levels of engagement, inclusion, and well-being across the board.See omnystudio.com/listener for privacy information.

Producer's Note: During the summer months we'll be re-releasing some of our favorite episodes for our "Summer Encore Series." This episode was originally on August 24, 2021. We loved how our guest is passionate about connecting employees with the customers and brand through the use of storytelling. He and Steve discussed ways this can build empathy and understanding, which is vital to the overall culture of being a customer-centric organization.  Please note that some details and situations described in the episode may not neccessarily be the same as when it originally was released. When we talk about “experiences” it's often from a holistic point of view – through the lens of “experience management”, or “XM.” But how do you connect the customer with the employees, or the employees with the brand? One way is through the use of storytelling, which can be particularly effective in building empathy and understanding. Host Steve Walker welcomes Bruce Temkin, head of the Qualtrics XM Institute, for a discussion on how storytelling can build customer empathy and lead to better customer experience. Learn more about the Qualtrics XM Institute at https://www.xminstitute.com/ Listen to more episodes at https://cxleaderpodcast.com/ Learn more about Walker at https://walkerinfo.com/ 

It was an absolute pleasure to have Bruce Temkin, one of the founders of customer experience and a leading figure in the field, on the CX Goalkeeper Podcast. Bruce's vast experience and insights into customer experience, transformation, and leadership are truly inspiring.Bruce currently leads the Qualtrics XM Institute and has been focusing on customer experience and employee experience for a long time. He has a deep understanding of how people think and feel in different contexts, whether they're customers, employees, colleagues, partners, fans, or patients. His mantra, "Experience matters, because people matter," is a testament to his dedication to improving experiences for all.Episode Chapters00:00 Game Strat01:09 Bruce Temkin introduces himself02:01 Bruce shares the values that drive his life03:50 Discussion on Experience Management06:44 The difference between CX and XM08:37 Bruce shares the six laws of Experience Management14:33 Bruce's favorite law of Experience Management16:11 Key leadership lessons from Bruce's career21:04 Bruce's vision for the future of Experience Management30:02 How to contact Bruce30:39 Bruce's golden nuggetmore on: https://www.cxgoalkeeper.com/brucetemkiinYou can connect with Bruce on Twitter, LinkedIn, or visit the XM Institute for more insights on Experience Management.ABOUT ME:https://www.cxgoalkeeper.comSUPPORT:Do you like my podcast? Support this podcast with Buy Me A Coffee https://www.buymeacoffee.com/cxgoalkeeperSPONSORING:Interested in sponsoring the The CX Goalkeeper podcast? Please DM me on LinkedIn#cxgoalkeeper #customerexperience #podcast #leadership

You'd be forgiven for thinking that brands with a physical presence will always be trusted more than companies that only offer an online store. Things are now changing. According to our latest research, 58% of global consumers now trust global brands with a localized online presence equally to those with a physical presence. That's an incredible opportunity when you think about it – over half of consumers are willing to trust you, if you get your customer experience right. Globally Speaking is joined by the ‘CX Leader of the Year', James Scutt -Principal XM Catalyst at Qualtrics XM Institute and recognized as one of Europe's leading Experience Management experts - who offers his unique perspective on how brands can open up global opportunities by simply getting their customer's experience right, showing empathy and focusing on the human touch. He also highlights the common CX pitfalls of businesses, giving examples of where they've gone wrong and how they've won their customers' trust back.

As our profession continues to mature and more organizations adopt customer-centric cultures, CX pros often need a way to maintain alignment between their customer experience programs and other company functions. A “hub”, if you will, of CX expertise that the entire company can look to for advice and ideas, so your customer experience efforts align with the company's mission and vision – a CX Center of Excellence. Host Steve Walker welcomes Greg Chase, an XM catalyst from the Qualtrics XM Institute, for a discussion on how organizations can leverage a CX center of excellence to improve their customer experience. Read Greg's blog post on "The Three Core Functions of a CX Center of Excellence": https://www.xminstitute.com/blog/three-core-functions-cx-coe/ Listen to more podcasts and subscribe at: https://cxleaderpodcast.com/ Learn more about Walker at: https://walkerinfo.com/

Journey mapping: that tried-and-true exercise of discovering your strengths as a company and the places in your customer's journey where things could be improved. It's a great tool to identify pain points and create empathy for your customers. But what about employees? Seems like it would be a great practice to build some empathy for your own team, right? Host Steve Walker welcomes Dr. Cecelia Herbert, principal XM catalyst at the Qualtrics XM Institute for a discussion on mapping the employee's journey. Learn more about the XM Institute at https://www.xminstitute.com/ Listen to more podcast episodes at https://cxleaderpodcast.com/ Learn more about Walker at https://walkerinfo.com/        

If you've ever dreaded listening to on-hold music as you wait for your customer service agent, you're not alone.  According to a study by the Qualtrics XM Institute, Singaporeans find themselves spending more time waiting on customer service teams, with almost half of the respondents leaving with unresolved problems.  Bruce Temkin, Head of Qualtrics XM Institute shares his insights on the matter and explains why empathy could be the missing factor in the business equation.See omnystudio.com/listener for privacy information.

Today I talked to Bruce Temkin, speaker, thought leader, and a customer experience legend.Bruce co-founded the Customer Experience Professionals Association in 2011 and currently serves as the Head of the XM Institute.Bruce shared his thoughts on some important topics that can help empower your customer experience efforts:- Bruce's transition from submarine engineer to CRM researcher at Forrester and the early days of the customer experience movement.- A true story of Bruce enlightening two Australian retail executives on why CX is a must despite their current success.- The ROI of CX explained philosophically and pragrmatically- Common pitfalls of CX leaders- Demystifying this relatively new term: Human ExperienceBruce TemkinBruce Temkin is an Experience Management (XM) visionary and is often referred to as the “Godfather of Customer Experience.” He leads the Qualtrics XM Institute, which provides thought leadership and training to help organizations around the world master XM and is also building a global community of XM professionals who are radically changing the human experience. Prior to Qualtrics, Bruce led Temkin Group, which provided research, advisory, and training that helped many of the world's leading brands build customer loyalty by engaging the hearts and minds of their customers, employees, and partners. He is also the co-founder and Chairman Emeritus of the Customer Experience Professionals Association. Prior to Temkin Group, Bruce spent 12 years with Forrester Research during which time he led the company's B2B, financial services, eBusiness, and customer experience practices and was the most-read analyst for 13 consecutive quarters. Bruce has a mechanical engineering degree from Union College and a master's in management from the MIT Sloan School of Management.Qualtics XM Institutehttps://www.xminstitute.com/team/bruce-temkin/

What does Experience Management (XM) mean? How is it changing, and what can leaders do to "boost inertia" to radically improve customer service, employee empowerment, and all human experiences at scale? Listen to Stacy Sherman and Bruce Temkin, Head of Qualtrics XM Institute, answer these questions and discuss six key laws of experience management to maximize results. You'll hear actionable tips to be a change agent and not only survive but actually thrive during uncertain times. Learn more at DoingCXRight.com/podcast

It's a common practice in customer experience, and a vital one: closed-loop response to customer feedback. Simply put: you need to make sure you respond to customers in a timely and appropriate way. But, like all things in life, it's not that simple and if not done well it can actually create poor experiences for your customers. This is why it's critical to get front line employees engaged in CX and understand the processes set in place that provide the best possible experiences for customers. Guest host Pat Gibbons welcomes Greg Chase, an XM catalyst with the Qualtrics XM Institute, for a discussion on closed-loop feedback response.

For many companies the call center (or "contact center") is the frontline of their customer experience. And the past couple of decades have seen the channels in which customers can interact with your company explode beyond the simple phone call: email, live chat, social media... But are we failing to recognize the true value and potential of the contact center? Host Steve Walker welcomes Bruce Temkin of the Qualtrics XM Institute to discuss the newest technologies that help companies utilize the full potential of their contact centers.

This episode features an interview with Bruce Temkin, Head of the Qualtrics XM Institute, the leading experience management platform in the world. Bruce is also known as the “Godfather of Customer Experience.” In this episode, Bruce discusses how to move from insight to action more quickly, focusing on sensing change, and how to thrive both personally and professionally in the year of agility.Quotes*”What we realized is this year, and probably even going farther out into the future, the organizations that succeed are those that can do that faster, learn faster, propagate insights faster, adapt faster. And so that's why we called it the year of agility. And we've been helping the organizations and the people that follow us try and think about how they can build agility into everything that they do.”*”Move away from an obsession of focusing on trending. A lot of the work happens in experience management and customer experience is around trending. How are you doing over the last year? And moving into an obsession with sensing. So what are you doing to listen and understand and sense those changes? That was a big shift.”*”If you step back and go, ‘Our customers are going to be asking for things differently. We're going to have different segments of customers and we're going to have employees who have a different view of work.' In that environment, it's ripe for disrupting through a really good experience design. So these are the moments when you want to step back and say, ‘Okay, we might have been successful. We might still be successful in this moment. But there's enough changing that we can take advantage of that change by doing something substantially different and new.' And those are a couple of the practices I think come into play during the year of agility.”*If we look at the business school, people trained in finance and people trained in making sure we hit our numbers, they're trained to be defensive. Like, demand shifts, so what do we do? We cut back our costs to reflect it. But this is a moment where offensive moves can be equally and maybe even more profoundly valuable.*”I want leaders to spend less time asking about numbers and measurements. I don't care if you have a dashboard. I don't care if someone's coming to present numbers. I want you to ask two questions: What are you learning? And what changes are you making based on what you learned?” *”Even when we're talking about technology in this space, ultimately we're doing it in the service of people. We can talk about data, we can talk about insights, we can talk about design. At the end of the day, what we're trying to do is to create experiences for human beings that helps them achieve the thing that they want to achieve. And hopefully do it in a way that satisfies the goals of an organization. And so if we're not ultimately thinking about what it's doing to each and every human being there, then I think we're missing the point.”*”How do we center ourselves so that we can be the best of who we are even in an environment of change? I think there's the organization stuff that's really important. But, you know, maybe even more important is how we think about ourselves as professionals and how we think of ourselves as human beings, and how we deal in that world of chaos that we're in.”Time Stamps*[0:09] The Case of Tackling the Year of Agility*[0:31] Introducing Bruce Temkin, Head of the Qualtrics XM Institute*[8:34] Evidence #1: Needs other ways to listen to customers*[15:03] Evidence #2: Wants to shift internal culture, but worries about change management*[24:34] Evidence #3: Doesn't know how to adjust to change personally*[30:32] Debrief*[31:43] HGS PubBioBruce Temkin is an Experience Management (XM) visionary and is often referred to as the “Godfather of Customer Experience.” He leads the Qualtrics XM Institute, which provides thought leadership and training to help organizations around the world master XM and is also building a global community of XM professionals who are radically changing the human experience. Prior to Qualtrics, Bruce led Temkin Group, which provided research, advisory, and training that helped many of the world's leading brands build customer loyalty by engaging the hearts and minds of their customers, employees, and partners. He is also the co-founder and Chairman Emeritus of the Customer Experience Professionals Association. Prior to Temkin Group, Bruce spent 12 years with Forrester Research during which time he led the company's B2B, financial services, eBusiness, and customer experience practices and was the most-read analyst for 13 consecutive quarters. Bruce has a mechanical engineering degree from Union College and a master's in management from the MIT Sloan School of Management.Thank you to our friendsThis podcast is brought to you by HGS. A global leader in optimizing the customer experience lifecycle, digital transformation, and business process management, HGS is helping its clients become more competitive every day. Learn more at hgs.cx.Links:Connect with Bruce on LinkedInFollow Bruce on TwitterConnect with Lyssa on LinkedInCheck out HGS

Humans are not good with uncertainty.  Dr. Benjamin Granger, organizational psychologist with Qualtrics XM Institute, says being uncertain at work, and in life, will make people unhappy faster than any thing else. Even though the pandemic did bring a lot of unknowns, A Qualtrics survey found many people are better off financially than ever before.  But their stress levels also changed, so they may not be as happy. You can follow this show on Instagram and on Facebook. And to see what Heather does when she's not talking money, go to her personal Twitter page. Be sure to email Heather your questions and request topics you'd like her to cover here. See omnystudio.com/listener for privacy information.

This podcast has always maintained that customer experience is one of the best differentiators you can leverage in driving customer loyalty. And there's yet another piece of research that is proving this assertion, with customers giving companies a clear warning about 2022: “we won't tolerate bad experiences.” Host Steve Walker welcomes Bruce Temkin, head of the Qualtrics XM Institute, to discuss the results of their "2022 Global Consumer Trends" report.

The employee experience is becoming more critical in making certain your company has the best possible customer experience. But there's one department that is critical in establishing and maintaining an effective EX program: human resources. Host Steve Walker welcomes Dr. Cecelia Herbert, a certified experience management professional and a principal XM catalyst for the Qualtrics XM Institute, for a discussion on the importance of building relationships with human resources to improve the customer and employee experience.

CX professionals tend to get excited about some of the new concepts, practices, and technologies that are available to help companies provide the best possible experience for their customers. But it's easy to get “swept away” by the excitement of how CX is growing and sometimes forget some of the basics of the profession. Host Steve Walker welcome Luke Williams, a distinguished principle XM catalyst at the Qualtrics XM Institute, for a discussion on the basics and how the growing field of experience management - or "XM" - fits into the mix.

The Qualtrics XM Institute recently released 2021 Global Consumer Trends, a report focusing on how consumer behavior will continue to change in a post-pandemic world. The report takes a look at consumer behavior and attitudes across 18 countries and covers many topics including loyalty, NPS, and post-COVID online behaviors. Host Steve Walker and Moira Dorsey of the Qualtrics XM Institute continue their discussion on the report's findings and the valuable insights it provides for CX professionals.

The Qualtrics XM Institute recently released 2021 Global Consumer Trends, a report focusing on how consumer behavior will continue to change in a post-pandemic world. The report takes a look at consumer behavior and attitudes across 18 countries and covers many topics including loyalty, NPS, and post-COVID online behaviors. Host Steve Walker welcomes Moira Dorsey, a principal XM catalyst at the Qualtrics XM Institute for a discussion on the insights found in the report.

On this, the final episode in this season of ExPEERience, we're looking at CX of the future. How is what your customers are expecting from their experiences changing? How can we deliver the experiences of tomorrow? And how will technology like AI and machine learning play a part? Here's who is joining me and just some of the future-forward wisdom they're sharing:Blake Morgan, customer experience futurist and author, tells me that the bar for using customer experience as a competitive differentiator is already quite low and that brands will have to go above and beyond with technology, to build experiences that delight tomorrow's customers.Jay Baer, of Convince and Convert, reminds us that CX initiatives are like escalators in that they never reach the top, but just keep going in a circle; and that customer experience is a process, not a project that will ever be completed.Tom Cheesewright, author and applied futurist, doesn't think AI is going to replace the human experience, but that human interaction will climb up the value chain as artificial intelligence gets more capable.Greg Chapman, of The Pocket CMO, sees a future world where predicting behavior and purchase cycles allow things like chatbots to become more personalized and start to deliver significant value to customers' experiences.Chris Brogan, digital and brand strategist, thinks personalization is not even in its infancy, and future AI-driven experiences will be seen as neither creepy nor invasive when they deliver customer experiences people are genuinely excited about.Bruce Temkin, head of the Qualtrics XM Institute, says the true power of AI-enhanced CX will not be about optimizing the decisions customers make, but about optimizing the experiences they have with a brand.And that's just a start!I really hope you enjoyed listening to this season of ExPEERience, and that hearing my conversations with executives, futurists, and thought leaders from across the world has started discussions in your business about how we can all better serve our customers; today and in the future. You can learn more about this season and the variety of subjects we covered, as well as details of all the people who took part, by visiting sap.com/expeeriencepodcast.I would like to thank the team responsible for the creation and production of ExPEERience: SAP Executive Producer, Melissa Lange; our production partners at Simpler Media, Evo Terra and Sam Walker; and the SAP team Ana Amman, Tram Anh Nguyen, Tara Sorman, Molly Breene, and Amber Hatfield. I'm Paula Hansen, Chief Revenue Officer for SAP Customer Experience and the host of ExPEERience. Thank you for listening.

In this episode of ExPEERience, it's time to look at the realities of delivering great CX in a digital space. How can you make your customers feel connected to your brand through non-human interactions? How far can you go with personalization before it gets “creepy”? And how do you give customers the same experience across multiple platforms? To help answer these questions, I reached out to some great CX leaders from around the world:Marwan Dimas, Group Marketing and Communications Director for Power International Holding, says that designing digital and physical experiences with universal human principles in mind will lead to meaningful experiences.Jay Baer, of Convince and Convert, believes that brands who claim technology limits their ability to be interesting are just using technology as an excuse to actually be disinteresting.Shep Hyken, the Chief Amazement Officer at Shepard Presentations, talks about the need for the switch between human-powered and digital-powered, to be seamless and frictionless.Blake Morgan, customer experience futurist and author, tells me that in a world where B2B is changing to “B-to-me,” smart brands are using technology to make the lives of their customers easier and better.Tom Cheesewright, author and applied futurist, explains that today's customers are not benchmarking you against your direct competitors. They are benchmarking your brand against the best of their digital interactions. Bruce Temkin, head of the Qualtrics XM Institute, discusses the role experience management plays and suggests brands need to apply even more experience management into their digital activities next year than they've done this year.Anne Morriss, Executive Founder of The Leadership Consortium, says that brands that rely on empathy and transparency can strike the balance between personalization and privacy that customers appreciate.Frances Frei, professor at Harvard Business School, shares a simple litmus test to determine which brands actually have empathy with their customers and which are all about themselves.And that's just a start!On the next episode of ExPEERience, the topic is the future of CX. How will advances in technology change what your customers expect from you? And what will those experiences look like tomorrow?I would like to thank the team responsible for the creation and production of ExPEERience: SAP Executive Producer, Melissa Lange; our production partners at Simpler Media, Evo Terra and Sam Walker; and the SAP team Ana Amman, Tram Anh Nguyen, Tara Sorman, Molly Breene, and Amber Hatfield. I'm Paula Hansen, Chief Revenue Officer for SAP Customer Experience and the host of ExPEERience. Thank you for listening.

Today, we're looking at how attention to great customer experience can preserve or even strengthen that relationship when things go wrong. What happens when an order goes missing, a new purchase breaks, or an event is ruined. No company is immune to a crisis and it's at times like these when your relationship with your customer comes under threat. Here's who I've invited to share their thoughts on this crucial moment:Anne Morriss, Executive Founder of The Leadership Consortium, talks about what she calls the “trust wobble” and how powerful it is when brands learn to diagnose and address it.Frances Frei, professor at Harvard Business School, details the “levers of trust” and how most trust problems are a combination of authenticity, logic, or empathy.Shep Hyken, the Chief Amazement Officer at Shepard Presentations, explains his concept of “the extra question” and how it can stop customer conflict before it happens.Brett Frazer, Vice President of Customer Service at Sunbasket, shares the role his data science team plays in identifying “trigger points” to resolve so customers are led to loyalty.Jon Picoult, of Watermark Consulting, says great companies recognize that over-correcting on the recovery actually creates more loyalty with customers post-recovery than they had before the crisis.Dan Gingiss, CX coach and keynote speaker, tells the story of why one online retailer is so focused on their long game and why they are willing to lose money on a single transaction to make a customer for life.Steve Bayliss, brand expert and Chief Creative Officer for Sky in New Zealand, wants you to find the “bing-bong” in your business and see what happens when you turn it off for a day!Bruce Temkin, head of the Qualtrics XM Institute, shares how one brand made several pivots during the COVID-19 pandemic to adapt on-the-fly to their customers' changing needs.And that's just a start!On the next episode of ExPEERience, we'll discuss the realities of delivering exceptional customer experience in the digital space. How do you create a strong relationship with your customer through non-human interactions? How do you ensure consistency in your CX between in-person and digital transactions? And can personalization go too far?I would like to thank the team responsible for the creation and production of ExPEERience: SAP Executive Producer, Melissa Lange; our production partners at Simpler Media, Evo Terra and Sam Walker; and the SAP team Ana Amman, Tram Anh Nguyen, Tara Sorman, Molly Breene, and Amber Hatfield. I'm Paula Hansen, Chief Revenue Officer for SAP Customer Experience and the host of ExPEERience. Thank you for listening.

C+/B- is the grade the customer experience industry currently deserves - Interview with Bruce Temkin, Head of the Qualtrics XM Institute. He joins me today to talk about his view on the current state of the customer experience industry, what it needs to focus on next, being acquired (twice in a few months) and what's coming up next for him and the XM Institute.