A resource for customer experience (CX) and experience management (XM) professionals.
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Episodes tagged “Bruce Temkin”

The Year of Agility

The Year of Agility

Released: January 25, 2022 • Episode #201

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.

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Once Upon a Time…

Once Upon a Time…

Released: August 24, 2021 • Episode #4

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 XM Institute, for a discussion on how storytelling can build customer empathy and lead to better customer experience.

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