Experience Matters

OCTOBER 31, 2016

We just published a Temkin Group report 2016 Temkin Experience Ratings of Tech Vendors that rates the customer experience of 62 large tech vendors based on a survey of 800 IT decision makers from large North American firms. This is the fifth year of the ratings, here are links to the 2012, 2013, 2014, and 2015 ratings.

Report 244

Report Groups Survey Customer Experience 244

Experience Matters

DECEMBER 15, 2015

With this post, I’m declaring 2016 “ The Year of Emotion.”. We agree and believe that customer experience is a reflection an organization’s culture and operating processes. Customer Journey Designing. As this happens, we recommend that more companies adopt what we call Customer Journey Thinking ©.

Trends 120

Trends Customer Experience Customer Journeys Customer Connectedness 120

Storyminers

JUNE 3, 2022

Kampyle, now part of Medallia, published this interview as a kick-off to their Emerging Trends in Customer Experience series in 2016. Steve Haeckel (the guy who taught me systems thinking applied to enterprise design) introduced me to Lou Carbone (the guy who helped me fall in love with customer experience).

Trends 147

Trends Customer Experience Wireless Entertainment 147

Experience Investigators by 360Connext

MARCH 16, 2016

The post What do Trends from SXSW 2016 Mean for Customer Experience? appeared first on Customer Experience Consulting. The old-timers will lament the days of easy navigation and fewer crowds, and I’m certainly one of them. But I also walk away with my wheels turning about what the future holds for […].

Trends 110

Trends Customer Experience Consulting Customers 110

Experience Matters

SEPTEMBER 1, 2016

Temkin Group has labelled 2016 The Year of the Emotion for customer experience. Last year, Temkin Group had a great time celebrating CX Day. This year, CX Day will be held on October 5th and we’re planning another exciting celebration.

Leadership 213

Leadership Video Groups Customer Experience 213

Experience Matters

DECEMBER 20, 2016

We published a Temkin Group report, The State of CX Metrics, 2016. Here’s the executive summary: Temkin Group surveyed 183 companies to learn about how they use customer experience (CX) metrics and then compared their answers with similar studies we’ve […].

Metrics 185

Metrics Report Groups Study 185

ijgolding

JUNE 14, 2016

When it comes to the subject of Customer Experience, there are many questions I would like to know the answer to. So this year, I wanted to explore another aspect of Customer Experience that I find extremely interesting. So what did people see as either enabling customer centric behaviour… or frustrating it?

Customer Centricity 120

Customer Centricity Customer Experience Customers Leadership 120

Experience Investigators by 360Connext

SEPTEMBER 22, 2015

Your customers are already evaluating the experience you are delivering. 89% of customers will decide based on customer experience in 2016. How can you create a better customer experience now to compete in this changing marketplace? You need to understand the customer journey of today.

Customer Experience 110

Customer Experience Customer Journeys Consulting Customers 110

Experience Matters

MARCH 8, 2016

We published the 2016 Temkin Experience Ratings, the most comprehensive benchmark of customer experience. Here’s the executive summary: 2016 marks the sixth straight year that we’ve published the Temkin Experience Ratings, a cross-industry, open standard benchmark of customer experience.

Report 120

Report Industry Feedback Consumers 120

SuiteCX

DECEMBER 22, 2015

8 Customer Experience Predictions for 2016. December 20, 2015 Customer Experience Management: 8 Customer Experience Predictions for 2016 As we move into a new business year, promising to be the most CX-­‐focused ever, we wanted to share some key predictions that we believe will come to pass: 1.

Customer Experience 100

Customer Experience CEM Social Media Customer Journeys 100

Lumoa

AUGUST 23, 2021

In any case, customer experience used to be the largest way to differentiate your brand among the turbulent sea of competition. New ways of interacting with customers A recent study from CMO found that 84% of companies were using social media for brand building and more than 54% have used it for customer retention.

Customer Experience 236

Customer Experience Social Media Video Analytics 236

Experience Matters

DECEMBER 29, 2016

In case you missed some of Temkin Group’s research, here’s a recap of our 2016 publications. In 2016, we surveyed 20,000 U.S. consumers, 800 IT decision makers, 300 HR professionals, and more than 2,500 other professionals. We also had detailed interviews with more than 150 professionals.

Groups 161

Groups Report Trends Survey 161

Experience Investigators by 360Connext

AUGUST 3, 2021

Customer experience leaders often have to celebrate quick wins and show other leaders fast, to earn that next round of support. But I get nervous when people ask me about customer experience shortcuts. Customer experience management can feel like a lot. Customer experience management can feel like a lot.

Customer Experience 380

Customer Experience Social Media Feedback Brands 380

Alida

JULY 26, 2016

At the 2016 Asia Pacific Customer Intelligence Summit , over 200 professionals from marketing, market research, innovation and customer experience gathered for a day of learning and networking and to celebrate the achievements of the most customer-centric companies in the region. Want more customers?

Customer Experience 100

Customer Experience Insurance Telecommunications Competitive Advantage 100

NICE inContact

FEBRUARY 23, 2016

We are thrilled to announce that Customer Magazine has selected inContact My Agent eXperience™ (MAX) as a 2016 Customer Product of the Year. Each year Customer Magazine identifies outstanding achievements within the call center/CRM industry and awards the most innovative customer experience technology solutions.

Net Promoter Score 120

Net Promoter Score Multi-Channel Contact Center Customer Experience 120

Experience Matters

DECEMBER 29, 2016

In case you missed some of Temkin Group’s research, here’s a recap of our 2016 publications. In 2016, we surveyed 20,000 U.S. consumers, 800 IT decision makers, 300 HR professionals, and more than 2,500 other professionals. We also had detailed interviews with more than 150 professionals.

Groups 145

Groups Report Trends Survey 145

InMoment XI

NOVEMBER 9, 2018

Companies often focus solely on customer experience, forgetting the actual driver for an excellent customer journey – their employees. According to the 2016 CXEvolution study by MaritzCX, “customer-centric companies are three times more successful at driving significant financial improvement and.

Customer Experience 200

Customer Experience Feedback Tips Customer Centricity 200

Experience Matters

JULY 6, 2016

We just published a Temkin Group report, State of Employee Engagement Maturity, 2016. Here’s the executive summary of this annual review of employee engagement activities, competencies, and maturity levels for large companies: Engaged employees are critical assets for any customer experience effort.

Employee Engagement 159

Employee Engagement Report Engagement Groups 159

GetFeedback

DECEMBER 29, 2016

The future is all about the customer. We pulled together the year's most influential customer experience articles from CX thought leaders around the web.

Customer Experience 150

Customer Experience Customers 150

Experience Matters

JUNE 21, 2016

We just published a Temkin Group report, Economics of Net Promoter, 2016. Here’s the executive summary: Net Promoter® Score (NPS®) is a popular metric that companies use to analyze their customer experience efforts, but how does it actually relate to loyalty?

Net Promoter Score 149

Net Promoter Score Report Effort Score NPS 149

Andrew Mcfarland

DECEMBER 27, 2016

Revitalize how you think about and act on improving the customer experience at your business in 2017 by reviewing the 10 Most Popular Customer Experience posts of 2016. A series I started in 2013. This year was interesting because some.

Customer Experience 80

Customer Experience Customers 80

NICE inContact

OCTOBER 6, 2016

We are officially less than one week away from our biggest event this year, ICUC 2016 ! From training to keynotes to information about integrations with the inContact platform, we have over 60 sessions to help you improve your customer experience. Get Ready for The Wizarding World of Harry Potter™ – Hogsmeade™.

Entertainment 120

Entertainment Conference Contact Center Software 120

Experience Matters

MAY 26, 2016

We recently released the 2016 Temkin Experience Ratings that ranks the customer experience of 294 companies across 20 industries based on a survey of 10,000 U.S.

Customer Experience 206

Customer Experience Survey Consumers Industry 206

Experience Matters

NOVEMBER 15, 2016

We published a Temkin Group report, Temkin Loyalty Index, 2016. Here’s the executive summary: The 2016 Temkin Loyalty Index (TLi) evaluates how loyal 10,000 U.S. This is the second year of this study that examines the loyalty of U.S. consumers to 294 companies across 20 industries. To determine companies’ TLi, we […].

Loyalty 120

Loyalty Report Groups Study 120

Experience Matters

DECEMBER 20, 2016

We published a Temkin Group report, The State of CX Metrics, 2016. Here’s the executive summary: Temkin Group surveyed 183 companies to learn about how they use customer experience (CX) metrics and then compared their answers with similar studies we’ve […].

Metrics 120

Metrics Report Groups Study 120

Experience Matters

APRIL 5, 2016

Temkin Group announces the winners the 2016 Customer Experience Vendor Excellence Awards: MaritzCX, Medallia, Potentiate, Rant & Rave, and Walker Information.

Groups 120

Groups Software Customer Experience Customers 120

Experience Matters

FEBRUARY 1, 2016

Temkin Group just published a data snapshot, Customer Experience Expectations and Plans for 2016. This annual research effort shows an increase in focus, effort, and spending on customer experience in 2016.

Data 120

Data Groups Survey Customer Experience 120

Experience Matters

MAY 26, 2016

We recently released the 2016 Temkin Experience Ratings that ranks the customer experience of 294 companies across 20 industries based on a survey of 10,000 U.S.

Insurance 200

Insurance Customer Experience Survey Industry 200

Vonage

DECEMBER 7, 2015

For most travelers, there are three options: wait in line at the airline’s ticket desk, dial the airline’s customer service line, or seethe quietly at the airport bar. Today’s service providers understand their customers’ evolving demands for seamless, more personalized service via their channel of choice.

Omni-Channel 120

Omni-Channel Trends Self Service Travel 120

Experience Matters

SEPTEMBER 27, 2016

We just published a Temkin Group data snapshot, Channel Preferences and Cross-Channel Activity Benchmark, 2016. Here’s the executive summary: In Q3 2016, we surveyed 10,000 U.S. consumers about their channel preferences for performing 11 different […].

Data 120

Data Groups Consumers Survey 120

Experience Matters

OCTOBER 31, 2016

We just published a Temkin Group report 2016 Temkin Experience Ratings of Tech Vendors that rates the customer experience of 62 large tech vendors based on a survey of 800 IT decision makers from large North American firms. This is the fifth year of the ratings, here are links to the 2012, 2013, 2014, and 2015 ratings.

Report 120

Report Groups Survey Customer Experience 120

Experience Matters

JANUARY 19, 2016

We just published a Temkin Group report, Lessons in CX Excellence, 2016. This report has rich insights about both B2B and B2C customer experience. The report provides insights from eight finalists in the Temkin Group’s 2015 CX Excellence Awards. Here’s the executive […].

Report 120

Report B2C B2B Groups 120

Experience Matters

AUGUST 1, 2016

Temkin Group just published a data snapshot, Social Media Benchmark, 2016. Here’s a description of the data snapshot: In January 2016, we surveyed 10,000 U.S. This annual research effort shows how consumer use of social media sites on both computers and mobile phones are changing.

Social Media 120

Social Media Data Groups Consumers 120

Experience Matters

JANUARY 4, 2016

We’ve got a lot of CX work to do in 2016, which we’ve labeled as The Year of Emotion. As you start down the path of making 2016 a banner year for CX in your organization, I want to share my wishes for you: May you focus on your customers’ needs , even when internal priorities push them to be ignored.

Innovation 120

Innovation Interaction Communication Customer Experience 120

Customer Bliss

DECEMBER 27, 2016

One of the biggest things I did online in 2016 was create a customer experience podcast. 35 data-backed approaches to customer retention. The most important thing to know about customer experience competencies. The three quick steps to preventing customer defection. The MBA of customer love.

Leadership 0

Leadership Customer Retention Company Strategy 0

Experience Matters

JANUARY 4, 2017

In my post last year, we named 2016 “The Year of Emotion.” It’s once again the time of year when I publish Temkin Group’s CX trends. With my previous post, we declared 2017 “The Year of Purpose.” During this year, companies will be: Elevating Purpose.

Trends 296

Trends Customer Experience Customers Company 296

Experience Matters

MAY 23, 2016

We recently released the 2016 Temkin Experience Ratings that ranks the customer experience of 294 companies across 20 industries based on a survey of 10,000 U.S. MetroPCS, Virgin Mobile, and TracFone tied for the top spot out of seven wireless carriers in the 2016 Temkin Experience Ratings.

Wireless 174

Wireless Customer Experience Survey Consumers 174