This episode features someone who has been at the forefront of the customer experience movement, tirelessly leading the charge in understanding how trust shapes our interactions: CX luminary Bruce Temkin. Bruce co-founded the Customer Experience Professionals Association and broke the news on this episode, that he will be transitioning as Head of the XM Institute (Qualtrics) to the next chapter of his life. This is a very special episode because Bruce and I explore the critical importance of trust as it relates to CX and ultimately, generating positive financial results. In this episode:

• Why the XM Institute declared 2024 as "The Year of Trust"


• the misconceptions CX leaders have about trust, and how can these potentially lead to ineffective customer experience strategies


• the connection between game theory and trust-building and how leaders can benefit by understanding that connection


• the difference between cognitive and affective trust


• Meyer Davis and Shorman's definition of trust is discussed and how does this definition informs our understanding of interpersonal and professional relationships


• How to repair broken trust


• A sneak peak about what Bruce has planned for the next chapter of his life

Meet Bruce Change creator, thought shaper, and movement maker who helps organizations become more human-centric. I help leaders gain clarity amid paralyzing levels of ambiguity, complexity, and uncertainty. I've advised many of the world's leading brands and hundreds of tech companies -- from start-ups to software behemoths. I'm often referred to as the “Godfather of Customer Experience” for defining and propelling the disciplines of Customer Experience (CX), Employee Experience (EX), and Experience Management (XM). I've helped shape multiple industry mega trends, including: Internet economy, cloud computing, digital transformation, CX, EX, and XM. The core of my work is an ability to forecast technology-driven trends, anticipate their impact on human beings, simplify the complex, and provide clear and actionable advice. I'm a builder who has led the creation of multiple global organizations. As an engineer at heart, I'm always intrigued by how things work. I study human behavior and how it is affected by different environments such as being a customer, employee, patient, fan, or senior executive. My advice always considers how different decisions will affect people, and how those moves will play out at scale and over time. So what is my profession? I have no idea. All I know is that I'm on an ongoing learning journey, continuously looking for ways to improve the world through a combination of empathy, strategy, experience design, leadership, and organizational behavior.

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