In the last two weeks I have had the chance to attend our annual Net Promoter Conference in London, work directly with several of our clients on their programs, and attend the Forrester Research conference on Customer Experience currently being held in New York. In all of these scenarios, the key topic of discussion is [...]

I have always been a Bruce Temkin fan, as we share a passion for customer experience. In Bruce’s recent blog posting he defines a framework for building customer experience competencies: Purposeful leadership Compelling brand values Customer connectedness Employee engagement While we have our own framework as explained in the book, Answering the Ultimate Question, he [...]