What is the definition of customer experience? There are a few floating around out there. Here is a great one from Bruce Temkin.

Bruce 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.

In my recent post Customer Experience = Success + Effort + Emotion, I reiterated the definition of customer experience (CX): “the perception that customers have of their interactions with an organization.”

Written words are great, but I wanted people to fully understand the essence of CX, so I created this video, What is Customer Experience?