Report: The State of CX Metrics, 2016
Experience Matters
DECEMBER 20, 2016
We published a Temkin Group report, The State of CX Metrics, 2016. This is the sixth year of this study that examines the CX metrics efforts within large companies.
2016 Measurement Metrics 
Report: 2016 Temkin Experience Ratings of Tech Vendors
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.
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The Ultimate Customer Experience Infographic, 2016
Experience Matters
OCTOBER 5, 2016
Once again, Temkin Group is publishing a new infographic as part of our CX Day celebration. Take a look at last year’s ultimate CX infographic.
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2016 lessons from my customer experience podcast
Customer Bliss
DECEMBER 29, 2016
I launched a podcast, The Chief Customer Officer Human Duct Tape Show , in 2016. Make sure everyone knows what’s going on and how it’s being measured. It’s easy to get caught up in metrics:” This is how we all get graded in companies, so it’s natural. We’ll be back with new episodes in early 2017.
Celebrating One Year in Business
Lumoa
NOVEMBER 15, 2017
On 14 November 2016, exactly one year ago, Lumoame Oy was registered in Helsinki. Johanna stated: "typical areas of development are feedback collection system in need of updating, issues with analysis and sharing data and/or immature measurement, meaning unidentified metrics or goals”.
11 Customer Experience Trends for 2016 (The Year of Emotion)
Experience Matters
DECEMBER 15, 2015
With this post, I’m declaring 2016 “ The Year of Emotion.”. We saw a surge of interest in the topic of culture in 2015, and we expect even more executives to begin the long-term journey of culture change in 2016. Effort Metric Expanding. Metrics to Action Realigning. Mobile, Mobile, Mobile… Continuing.
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What Every Marketer Needs to Know about Brand Image, Equity, Personality & Archetypes
C3Centricity
JULY 2, 2016
And then, of course, to follow it over time through regular measurement. The attributes measured could include trustworthy, a brand I’d recommend or cares about its customers. The final power metric is that this trust results in customers defending the brand. ” Measuring Brand Image. Brand Image.
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Net Promoter Score® 101: The Complete Guide
Lumoa
APRIL 3, 2018
The question is, how can you measure it? The Net Promoter Score (or NPS) was designed by Fred Reichheld in 2003 to measure loyalty. Keep in mind that NPS only becomes a truly valuable metric, if its “why”-question is properly collected, analysed and heard. The more popular NPS was getting, the more misused the metric became.
What’s the State of Social Customer Care in 2016?
BlueOcean
JULY 5, 2016
With social networks evolving at a breakneck pace, that leads us to the question at the root of this post: what is the state of social customer care in 2016 and beyond? They’re the ones who are measured on metrics like Average Speed of Answer and First Touch Resolution – metrics that matter in social as much as voice or email.
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120 State of Voice of the Customer (Infographic)
Experience Matters
DECEMBER 27, 2016
Here’s some interesting data snippets from the recent report, State of VoC Programs, 2016. Voice of the Customer (VoC) programs are a central part of most customer experience efforts. For additional info, check out our VoC resource page.
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286 State of Voice of the Customer (Infographic)
Experience Matters
DECEMBER 27, 2016
Here’s some interesting data snippets from the recent report, State of VoC Programs, 2016. Voice of the Customer (VoC) programs are a central part of most customer experience efforts.
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Report: ROI of Customer Experience, 2016
Experience Matters
OCTOBER 24, 2016
We published a Temkin Group report, ROI of Customer Experience, 2016. This research shows that CX is highly correlated to loyalty across 20 industries. Here’s the executive summary: To understand the connection between customer experience (CX) and loyalty, we examined feedback from 10,000 U.S.
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Report: Net Promoter Score Benchmark Study, 2016
Experience Matters
OCTOBER 11, 2016
We published a Temkin Group report, Net Promoter Score Benchmark Study, 2016. This is the fifth year of this study that includes Net Promoter® Scores (NPS®) on 315 companies across 20 industries based on a study of 10,000 U.S.
Report: Tech Vendor NPS Benchmark, 2016 (B2B)
Experience Matters
SEPTEMBER 14, 2016
We just published a Temkin Group report, Tech Vendor NPS Benchmark, 2016, The research examines Net Promoter Scores and the link to loyalty for 62 tech vendors based on feedback from 800 IT decision makers in large North American organizations. We also compared overall results to our benchmarks from the previous four years.
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120 Emerging Trends In Customer Experience: The Continuing Story
Storyminers
JANUARY 12, 2017
Kampyle, now part of Medallia, published this interview as a kick-off to their Emerging Trends in Customer Experience series in 2016. 2016 Answer. 2016 will be the year that technology will (finally) let us put humans first again. Which CX metrics do you think are the most important? We’ve updated it for 2017.
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171 Report: 2016 Temkin Experience Ratings of Tech Vendors
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.
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A Primer on the 3 Most Important CX Metrics – NPS, CSAT and CES
Wootric CX Blog
NOVEMBER 4, 2020
When you optimize for CX, the first step is to measure it. But “it” is a multi-layered concept, and to truly understand customer experience at scale, you may need to track three very important metrics. How do I measure Customer Experience? It is often referred to as a brand or relationship metric. Image: TSIA.com.
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Beyond a single number: How to add context to your Net Promoter Score
Alida
NOVEMBER 10, 2016
Many smart companies use Net Promoter Score (NPS) to measure how well they’re meeting the needs and expectations of their customers. In this blog post, we examine the pros and cons of NPS and explore ways you can get more out of this important metric. In short, these metrics serve as useful alarm bells.
Addressing metrics gaps between bot-led and human-led service
Comm100
AUGUST 21, 2018
One of those considerations is metrics. As Forrester notes in their 2016 report, How Analytics Drives Customer Life-Cycle Management , “Every customer interaction leaves a trail of customer data waiting to be analyzed.” These metrics can be planned – and checked for quality – by comparing them to your existing agent metrics.
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Benchmarking Amazon Nova and GPT-4o models with FloTorch
AWS Machine Learning
MARCH 11, 2025
How do Amazon Nova Micro and Amazon Nova Lite perform against GPT-4o mini in these same metrics? simple_w_condition Movie In 2016, which movie was distinguished for its visual effects at the oscars? Vector database FloTorch selected Amazon OpenSearch Service as a vector database for its high-performance metrics.
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Emerging Trends In Customer Experience: The Continuing Story
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. 2016 Answer. 2016 will be the year that technology will (finally) let us put humans first again. Which CX metrics do you think are the most important? We’ve updated it for 2017.
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147 CX Lessons Learned in 2016
SuiteCX
JANUARY 2, 2017
As 2016 rapidly draws to a close, Customer Experience continues to be a “hot topic” on everyone’s agenda, but companies are having trouble making progress. Then you need to measure to find out how much value you are actually delivering. Then move to financial metrics such as life time value, repeat purchasing, and market basket size.
CX Lessons Learned in 2016
SuiteCX
JANUARY 2, 2017
As 2016 rapidly draws to a close, Customer Experience continues to be a “hot topic” on everyone’s agenda, but companies are having trouble making progress. Then you need to measure to find out how much value you are actually delivering. Then move to financial metrics such as life time value, repeat purchasing, and market basket size.
LLM continuous self-instruct fine-tuning framework powered by a compound AI system on Amazon SageMaker
AWS Machine Learning
FEBRUARY 21, 2025
The human feedback data is not only used for model performance and hallucination measurement, but is also used to further fine-tune the custom model in Step 1 through RLHF. DSPy supports iteratively optimizing all prompts involved against defined metrics for the end-to-end compound AI solution.
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Guest Post: Springtime Renewal in the Contact Center
Calabrio
APRIL 26, 2016
According to research recently conducted by my company, Saddletree Research, in conjunction with the National Association of Call Centers (NACC) at The University of Southern Mississippi, spring 2016 will be a time of renewal and refreshment in the contact center as well. The top five issues are illustrated in the graph below.
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140 Addressing metrics gaps between bot-led and human-led service
Comm100
AUGUST 21, 2018
One of those considerations is metrics. As Forrester notes in their 2016 report, How Analytics Drives Customer Life-Cycle Management , “Every customer interaction leaves a trail of customer data waiting to be analyzed.” These metrics can be planned – and checked for quality – by comparing them to your existing agent metrics.
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What a Customer First Strategy Means Post Pandemic
C3Centricity
AUGUST 17, 2020
A recent report from OnBrand Magazine on the KPIs used by marketing showed that Marketers are using a variety of metrics to measure the impact of their brand marketing activities. A 2016 Spencer Stuart survey shows data analysis and insights are one of the three main areas where CMOs need the most development as a leader.
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296 To boost customer loyalty, telecom companies need to go beyond NPS
Alida
MARCH 23, 2017
As a result, telecom leaders take customer experience metrics like Net Promoter Score (NPS) very seriously. Looking beyond traditional customer experience (CX) metrics. At the time, it offered decision makers an easy and effective way to measure loyalty. In other words, don’t stop at the NPS survey.
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133 How Your Business Can Quickly Adopt a Customer First Strategy
C3Centricity
DECEMBER 3, 2018
A recent report on the KPIs used by marketing showed that Marketers are using a variety of metrics to measure the impact of their brand marketing activities. A 2016 Spencer Stuart Survey shows data analysis and insights are one of the three main areas where CMOs need the most development as a leader. But there is some hope.
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3 Steps To Guarantee A Successful Project
Beyond Philosophy
NOVEMBER 9, 2016
This fact is plain when you propose changing the goals of your company to report to a metric based on this fact. People do what they are measured on, so measure the right things. How to Measure Customer Emotions. Start at the top, as their influence is keenly felt on down the line. Furthermore, they direct the resources.
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Uncovering the “why” delivers higher research ROI for CX leaders
Alida
MARCH 21, 2018
Although there are many effective tools available to measure and monitor CX performance, too many focus on discrete transactions and don’t provide a holistic view of the customer experience. CSAT and NPS are both important metrics, but they don’t reveal the attitude, emotion and intent of customers. Give NPS and CSAT some context.
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The Best Customer Success Resources of 2016
Amity
FEBRUARY 2, 2016
The Best Customer Success Resources of 2016. February 9-11 - SaaStr Annual 2016. Customer Success Summit 2016 promises 2 days of interactive sessions, practitioner best practices and networking to master the business of customer success. May 10-12 - Pulse 2016 Conference. March 11 - The State of Customer Success 2016.
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The Top Social Media Monitoring Tools
Brandwatch CX
JUNE 15, 2022
TweetReach measures the actual impact and implications of social media discussions. There are those who hate it and claim that its scoring system is completely inaccurate and that trying to interact with them is an impossible mission (a curious thing as they provide interaction-measurement services). Measure what matters.[/bw_banner_cta].
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Why First Call Resolution is the Most Important Call Center Metric
Pointillist
NOVEMBER 11, 2019
By Stephanie Ventura Metrics tracking is a vital element of every call center. However, aiming to track all possible call center metrics can lead to information overload. Instead, organizations must focus on metrics that yield the greatest insight. But it can also be measured annually, weekly, daily, or even hourly.
70 Customer Care RFP Questions (An Updated List + RFP Template)
BlueOcean
OCTOBER 23, 2023
(This is updated version of our most popular blogs: 52 RFP Questions (2013), 51 RFP Questions (2016), 60 RFP Questions (2020)) Every few years we update our recommended list of contact center RFP Questions. Detail roles and responsibilities, policies, and measurements. and outline your approach to new hire training.
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6 Metrics to Measure Your Customer Service Knowledge
Tricia Morris
FEBRUARY 12, 2016
A new 2016 Knowledge Management for Customer Service survey conducted with analyst and knowledge management authority Esteban Kolsky shows organizations are struggling with justifying greater investments in knowledge because they’re not measuring its impact. Registrants will receive a complimentary copy of the 2016 report.
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Emerging Trends In Customer Experience: The Continuing Story
Storyminers
JANUARY 12, 2017
Kampyle, now part of Medallia, published this interview as a kick-off to their Emerging Trends in Customer Experience series in 2016. 2016 Answer. 2016 will be the year that technology will (finally) let us put humans first again. Which CX metrics do you think are the most important? We’ve updated it for 2017.
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100 Be Wary of “The Year of the Customer”
Experience Investigators by 360Connext
JANUARY 7, 2020
” That same search will tell you that 2018 was too… and 2017, and 2016… Maybe 2020 is the year the prognosticators get it right? A lot of CX teams report on individual metrics as a cause for celebration. And how will you measure success on the changes you make? What will be done to act on that feedback?
Making Your Contact Center Adaptive: Advanced Management Techniques for Quickly- Changing Customer Expectations
Storyminers
JULY 7, 2020
The answer to this question is the same as it was in 2016 and will be the same as in 2018. #1 Is there a measurable correlation between CX and revenue? New metrics. Some of the older metrics that emphasize benefit to the company require augmentation with measures that accurately measure the value of an experience on customers.
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Member Experience Challenges for 2019
CloudCherry
FEBRUARY 11, 2019
In 2016, when Ralph Cumbee was named the CXO, he realized the potential of ‘Member Experience’ in the fast-developing digital world. ” NPS & Other Metrics. There’s a lot of work around that, but it has some major shortcomings and you’ve got to find other ways to measure satisfaction.
Big CX Idea for 2016: Not Despite but Because
Beyond Philosophy
JANUARY 27, 2016
More often these days we get calls at our headquarters with Customer Experience champions wondering what happened to the huge gains in their Customer Experience metrics they used to get. Because of the fact we improved Customer Experience, our Customer Experience metrics have now levelled off. See the difference there?
The CRM Contribution Metric: Discovering (and Understanding) the Magical Numbers
Optimove
JULY 11, 2019
In the first blog post in our “CRM Contribution Metric” series, we discussed the need to understand and measure the value your CRM brings your organization and shared research that makes sense of these numbers and the variables they are based on. Why did we go with first-year performance?
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70 These Metrics will Eliminate the Guesswork from Measuring Customer Experience
Bold360
SEPTEMBER 15, 2016
If you were to wager a few years back that in 2016 a vast majority of companies would identify improving customer experience as one of their highest priorities, your money couldn’t be much safer. Turning the art of customer experience measurement into a science. Here’s a safe bet. Improving CX no longer has to be about trial and error.
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