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WhenOctober 10, 20192:00 PM - 3:00 PM ESTWhereOnlineThe State of Customer Experience Management How does your CX program compare to the current state of customer experience management? Join industry visionary Bruce Temkin as he shares important CX benchmarks and key findings on the current state of customer experience management and discover how your own program stacks up. You’ll learn what specific competencies organizations must master to consistently deliver excellent customer experiences and what you can do to elevate your program to the next level of maturity.You’ll learn: - Key findings and learning from the State of Customer Experience Management report including benchmarks for CX activities, competencies, and program maturity levels- The most common obstacles organizations are encountering in 2019 as they try to mature their CX program and what you can do to avoid these obstacles in 2020- Specific competencies your organization must develop and master to to deliver consistently positive, targeted experiences to your customers Bruce TemkinHead of The Qualtrics XM InstituteQualtricsBruce Temkin is an experience management (XM) visionary and is often referred to as the “Godfather of Customer Experience.” He has been credited with the creation of the customer experience movement and has helped hundreds of organizations transform their customer experience. Bruce recently joined Qualtrics to lead the newly formed Qualtrics XM Institute, which aims to become the world’s premiere center of excellence for XM enablement and thought leadership. In this role, he will lead the development of research, tools, and training that help organizations maximize the value from their XM efforts.Prior to being acquired by Qualtrics, Bruce’s company Temkin Group, provided research, consulting, 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. Bruce is also the co-founder and Chairman Emeritus of the Customer ExperienceProfessionals Association, which he architected and led through it’s initial five years of growth. He is also the author of Experience Matters, which is one of the most popular online resources for XM. 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. He was Forrester's most-read analyst for 13 consecutive quarters and created Forrester’s Customer Experience Index.