QuestionPro Audience

AUGUST 9, 2018

trillion in 2017 , and expected to continue to grow in 2018. Read our infographic below to learn more about 2018’s travel trends. Amid low unemployment rates, travel and tourism is still one of the world’s fastest growing sectors, with bookings hitting close to $1.6 Did you take a summer getaway this year?

Travel 191

Travel Trends Tourism Infographics 191

CloudCherry

FEBRUARY 26, 2019

The findings of the 2018 Forrester Report on the State of Customer Analytics are based on an online survey in which 144 North American analytics and measurement pros , from a broad set of industries, took part. This report looks at what worked in 2018 in customer analytics and measurement.

Analytics 256

Analytics Report Analysis Study 256

QuestionPro Audience

JULY 12, 2018

Here are the trends that are taking the beauty industry by storm in 2018. 2018 brings customization to beauty products with base products that consumers can then add selected “active concentrates” to, depending on their particular skin needs. . Today, however, brands are moving towards gender neutral products for 2018.

Trends 170

Trends Exercises Consumers Industry 170

Experience Matters

MARCH 20, 2018

2018 marks the eighth straight year that we’ve published the Temkin Experience Ratings, a cross-industry, open standard benchmark of customer experience. The post Report: 2018 Temkin Experience Ratings (U.S.) To generate these Ratings, we asked 10,000 U.S. appeared first on Customer Experience Matters®.

Report 248

Report Airlines Industry Consumers 248

Experience Matters

OCTOBER 1, 2018

We published a Temkin Group report, Net Promoter Score Benchmark Study, 2018. The post Report: Net Promoter Score Benchmark Study, 2018 appeared first on Customer Experience Matters®. This is the seventh year of this study that includes Net Promoter® Scores (NPS®) on 342 companies across 20 industries.

Net Promoter Score 215

Net Promoter Score Study Report NPS 215

QuestionPro Audience

AUGUST 3, 2018

Even worse news for manufacturers, it’s predicted 2018’s number will drop to 16.8 The 2018 Car Buyer Journey Study found that consumers are shopping around less than in previous years. In 2016, 70% of consumers felt confident with the price they paid, but in the 2018 study, only 62% are satisfied with their price point.

Consumers 199

Consumers Study Report Sales 199

Vonage

MARCH 26, 2018

Three years ago, Gartner predicted that more than half of businesses would implement significant changes to improve customer experience by 2018. We recently partnered with Bluewolf and Salesforce for a webinar on how today’s best service organizations are enabling those types of interactions, and the trends they will be focusing on in 2018.

Omni-Channel 228

Omni-Channel Trends Customer Service Contact Center 228

QuestionPro Audience

JANUARY 12, 2018

While not exactly new to the market (both Amazon Echo and Google Home launched over a year ago) consumers are coming out in droves in 2018 to purchase these smart speakers. plan to purchase a smart speaker in 2018. Smart speakers are the new “it” device. with Amazon holding three-fourths of the market to Google’s twenty-five percent.

Consumers 265

Consumers Advertising Report Study 265

Experience Matters

APRIL 23, 2018

We released the 2018 Temkin Experience Ratings that ranks the customer experience of 318 companies across 20 industries based on a survey of 10,000 U.S. The post 2018 Temkin Experience Ratings: 20 Industry Snapshots appeared first on Customer Experience Matters®. Here’s a link to FAQ’s about the Ratings.

Industry 159

Industry Transportation Airlines Hotels 159

Experience Matters

JANUARY 23, 2018

We just published a Temkin Group data snapshot, Channel Preferences Benchmark, 2018. The post Report: Channel Preferences Benchmark, 2018 appeared first on Customer Experience Matters®. Here’s the executive summary: In Q3 2017, we surveyed 10,000 U.S. Here are previous benchmarks from 2016, 2015, and Read More.

Report 154

Report Insurance Policies Groups 154

Experience Matters

JULY 17, 2018

In January 2018, we surveyed 10,000 U.S. The post 2018 Temkin Emotion Ratings: Wegmans Earns Top Spot appeared first on Customer Experience Matters®. It’s one of the components of the overall Temkin Experience Ratings, the open standard CX metric. consumers about their experiences with companies.

Metrics 149

Metrics Survey Feedback Consumers 149

AskNicely

NOVEMBER 28, 2018

Join us for this exclusive webinar, where our panel will break down the results of the 2018 NPS Benchmark Study. 2018 NPS Benchmark Study: Results and Reactions Webinar. Tuesday, December 04, 2018. The post NPS Benchmarks for 2018: Results and Reactions Webinar appeared first on Net Promoter Score from AskNicely.

NPS 150

NPS Net Promoter Score Study Groups 150

Experience Matters

JULY 23, 2018

We just published a Temkin Group report, Employee Engagement Competency & Maturity, 2018. The post Report: Employee Engagement Competency & Maturity, 2018 appeared first on Customer Experience Matters®. Highlights Read More.

Employee Engagement 150

Employee Engagement Report Engagement Groups 150

eglobalis

FEBRUARY 26, 2018

Top 30 Customer Experience New Books, I Read in 2017 and 2018 Expected Books. The post 30 Top Customer Experience New Books I read in 2017 & Expected Books for 2018, Which I Highly Recommend! appeared first on Eglobalis.

Customer Experience 278

Customer Experience Customers Innovation Culture 278

Lumoa

JANUARY 9, 2018

Customer experience has been already a hot topic in business during 2017 and is promising to be even of higher importance in 2018. “CX What are, in your opinion, the top challenges in customer experience that companies should be aware of in 2018?? 2018 will be the year of CX and AI.? How to overcome those challenges?

Customer Experience 332

Customer Experience Competitive Advantage Omni-Channel Culture 332

GetFeedback

OCTOBER 3, 2018

As the dust settles on Dreamforce 2018, we're still reliving our favorite moments from the world's biggest tech conference. Here's a recap of the week.

Conference 150

Conference 150

Experience Matters

APRIL 4, 2018

The post Winners: 2018 CX Vendor Excellence Awards appeared first on Customer Experience Matters®. Congratulations! Clicktale Overview: Clicktale is a leading provider of ‘Experience Analytics’ software. Unlike other analytics platforms, Clicktale’s Experience Cloud helps improve customer experiences Read More.

Case Study 150

Case Study Analytics Groups Study 150

Experience Matters

JULY 2, 2018

In January 2018, we surveyed 10,000 U.S. The post 2018 Temkin Effort Ratings: Wegmans Earns Top Spot appeared first on Customer Experience Matters®. It’s one of the components of the overall Temkin Experience Ratings, the open standard CX metric. consumers about their experiences with companies.

Metrics 136

Metrics Survey Feedback Consumers 136

Kerry Bodine

JANUARY 11, 2019

As part of that effort, I recently took a look back at our most popular posts of 2018 — and I wanted to share them with you here. So it’s no big surprise that our post on how to use said template is also our top blog post of 2018. The post Our Top 10 Customer Experience Posts of 2018 appeared first on Kerry Bodine.

Customer Journeys 192

Customer Journeys Customer Experience Touchpoint Analytics 192

C3Centricity

DECEMBER 31, 2018

Top 10 Marketing Infographics to Smash 2018 (Inspiration for the Visual World). When I look back at these top ten posts I am proud that most of them are from 2018. The post Top 10 Posts on Brand Building Strategies of 2018 appeared first on c3centricity. These are the most shared marketing infographics of 2017.

Brands 231

Brands Strategy Customer Journeys Infographics 231

Experience Matters

AUGUST 30, 2018

Temkin Group has labelled 2018 The Year of Humanity for customer experience. The post Temkin Group’s (Exciting) Plans For CX Day 2018 appeared first on Customer Experience Matters®. Last year, Temkin Group had a great time celebrating CX Day. Temkin Group will host two free webinars.

Groups 159

Groups Report Customer Experience Strategy 159

Experience Matters

JANUARY 8, 2018

We just published a Temkin Group report, Lessons in CX Excellence, 2018. The post Report: Lessons in CX Excellence, 2018 appeared first on Customer Experience Matters®. The report provides insights from six winners in the Temkin Group’s 2017 CX Excellence Awards. This report: Highlights specific examples of Read More.

Report 145

Report B2C B2B Groups 145

Experience Matters

MAY 15, 2018

Temkin Group announces the release of the 2018 Temkin Trust Ratings (TTR). The post 2018 Temkin Trust Ratings (U.S.): Based on a study of 10,000 U.S consumers, the ratings benchmarks the level of trust that consumers have with 318 companies across 20 industries. Here’s a full list of all of the companies in the TTR.

Insurance 149

Insurance Banking Study Consumers 149

Experience Matters

APRIL 10, 2018

We just published a Temkin Group report, The State of CX Management, 2018. The post Report: The State of CX Management, 2018 appeared first on Customer Experience Matters®. Temkin Group has evaluated the state of Customer Experience (CX) management at large companies for nine years in a row.

Report 150

Report Management Groups Survey 150

Experience Matters

APRIL 24, 2018

This product is the dataset, in excel, for the 2018 Temkin Forgiveness Ratings (TFR).It It includes the TFR for 318 companies and 20 industries, the changes in TFR between 2017 and 2018, and the difference in TFR across age groups for each industry. It uses feedback from 10,000 U.S.

Groups 154

Groups Industry Consumers Loyalty 154

Experience Matters

MARCH 27, 2018

We just published a Temkin Group report, State of the CX Profession, 2018. The post Report: State of the CX Profession, 2018 appeared first on Customer Experience Matters®. This is the fifth year that we’ve examined the roles of CX professionals and the third year that we’ve done a compensation study.

Report 149

Report Customer Experience Professionals Study Groups 149

Experience Matters

JULY 25, 2018

The post Collage of 2018 Customer Experience Infographics (So Far) appeared first on Customer Experience Matters®.

Infographics 181

Infographics Customer Experience ROI Customer Centricity 181

NICE inContact

JANUARY 24, 2018

How will companies that have embraced the cloud for the contact center and sales applications across their businesses continue to benefit in 2018 and beyond? The post 2018: New Ways Cloud Will Enhance Customer Care appeared first on inContact Blog. So, what comes next? Digital Transformation. Plan to join us!

Customer Care 186

Customer Care Self Service Contact Center Chatbots 186

IntouchInsight

MAY 15, 2018

Our top takeaways from the CXPA Insight Exchange 2018, a conference all about customer experience.

Conference 180

Conference Customer Experience Customers 180

Kerry Bodine

MARCH 18, 2018

As head of the jury for the Service Design Awards, I’m proud to stand behind the outstanding and inspirational 2017 winners, and I look forward to welcoming our 2018 submissions. So if you’re a student, designer, or professional doing great service design work, don’t miss the opportunity to gain international recognition by entering in 2018.

Conference 120

Conference Customer Experience How To Customers 120