Analytics, Customer Connectedness and Download

Report: Case Studies in Text Analytics

Experience Matters

SEPTEMBER 16, 2014

We just published a Temkin Group report, Case Studies in Text Analytics. The research provides rich details about how five leading companies—American Express, ADP, Firstsource, Safelite AutoGlass, and Verizon—are using text analytics. Download report for $195. The bottom line: Learn how leaders are using text analytics.

Case Study

Case Study Study Analytics Report

Report: The Future of Customer Experience Insights

Experience Matters

DECEMBER 16, 2014

The report includes a readiness checklist for companies to assess their current customer insights efforts. Download report for $195. Here’s an overview of the five customer insights trends: Download report for $195. The bottom line : It’s time to revamp your customer insights efforts.

Report

Report Customer Connectedness Customer Experience Trends

Capitalizing on the Voice of the Customer (Infographic)

Experience Matters

NOVEMBER 11, 2014

Here are links to download versions of the infographic: Poster (18′ x 24″) in.pdf file or in.png file. Text Analytics Reshapes VoC Programs. The bottom line : Make sure to capitalize on the voice of your customers. The bottom line : Make sure to capitalize on the voice of your customers. I hope you enjoy it.

Infographics

Infographics Customer Connectedness Analytics Groups

Webinars

Future-Proofing Enterprise Commerce: Why Extensibility Wins with Shopify

Making the Moment: The Art of Creating Events That Drive Results

Relevance, Reach, Revenue: How to Turn Marketing Trends From Hype to High-Impact

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Report: The State of Customer Experience Metrics, 2014

Experience Matters

DECEMBER 30, 2014

Download report for $195. Here are the results from companies that completed Temkin Group’s CX Metrics Assessment: Download report for $195. Assessments Benchmarks Customer Connectedness Customer experience Temkin Group Research Trends analytics text analytics'

Metrics

Metrics Report Customer Connectedness Customer Experience

Report: Net Promoter Score Benchmark Study, 2014

Experience Matters

OCTOBER 21, 2014

Download report for $495. Here are the NPS scores across 20 industries: Download report for $495. If you want to know what data is included in this report and dataset, download this sample Excel dataset file. Here’s a list of companies included in this study (.pdf). includes report plus dataset in Excel).

Net Promoter Score

Net Promoter Score Study Report Customer Connectedness

Report: State of VoC Programs, 2014

Experience Matters

OCTOBER 15, 2014

While companies today are investing more money into most VoC solutions, spending on text analytics and predictive analytics has increased the most dramatically over the past year. Looking ahead, companies plan on focusing less on multiple-choice surveys and more on interaction history and predictive analytics.

Report

Report Customer Connectedness Net Promoter Score Effort Score

Report: B2B Customer Experience Best Practices

Experience Matters

NOVEMBER 24, 2015

However, to improve their CX, B2Bs must master Temkin Group’s four customer experience core competencies: Purposeful Leadership, Compelling Brand Values, Employee Engagement, and Customer Connectedness. Download report for $195.

B2B

B2B Customer Connectedness Report Customer Experience

Data Snapshot: Customer Experience Expectations and Plans for 2015

Experience Matters

MARCH 17, 2015

This year’s results show that companies are planning on dedicating more money and effort to improving a variety of customer experience activities in 2015. Download report for $195. 31% of respondents expect to spend more on voice of the customer software vendors in 2015 than they did in 2014 and only 2% expect to spend less.

Customer Connectedness

Customer Connectedness Data Self Service Customer Experience

Report: Lessons in CX Excellence, 2015

Experience Matters

JANUARY 20, 2015

We also highlight their best practices across the four customer experience competencies—purposeful leadership, compelling brand values, employee engagement, and customer connectedness. Download report for $195. Here are some highlights from the finalists: Activision Customer Care. Download report for $195.

Report

Report Customer Connectedness Customer Journeys Net Promoter Score

Customer Experience Strategy: An A to Z Glossary

Lumoa

MARCH 20, 2018

Actionability Actionability is the result of analytics leading to concrete decisions and changes and actions within the company. Actionability is also, as we believe, one of the essential aspects of customer experience management. Long-term actions are based on the analytics results of the customer feedback.

Net Promoter Score

Net Promoter Score Customer Journeys Omni-Channel Customer Experience

Report: State of Voice of the Customer Programs, 2015

Experience Matters

OCTOBER 27, 2015

When we compared high-scoring VoC programs with lower-scoring programs, we found that companies with mature programs are more successful, focus more on analytics, have more full-time staff, have more strongly coordinated efforts, and have more involved senior executives. Download report for $195.

Report

Report Effort Score Groups Analytics

Report: Unlocking Customer Insights From Contact Centers

Experience Matters

JULY 7, 2015

To construct a more holistic picture of their customers’ experiences, companies should take the unsolicited, unstructured voice of the customer (VoC) feedback they capture in the contact center and combine it with data they collect from other sources, such as CRM and digital analytics. Download report for $195.

Contact Center

Contact Center Customer Insights Report Government

A to Z Guide to Customer Experience Definitions and Terms

Lumoa

MARCH 20, 2018

Actionability Actionability is the result of analytics leading to concrete decisions and changes and actions within the company. Actionability is also, as we believe, one of the essential aspects of customer experience management. Long-term actions are based on the analytics results of the customer feedback.

Net Promoter Score

Net Promoter Score Customer Journeys Omni-Channel Customer Experience

Report: Make Your VoC Action-Oriented

Experience Matters

DECEMBER 29, 2015

Download report for $195. Here are the best practices we discuss in the report: Download report for $195. As companies adopt these five strategies, VoC teams must learn new skills and become research generalists, business consultants, compelling communicators, portfolio managers, and value creators.

Report

Report Groups Consulting Feedback

Report: 2015 Temkin Loyalty Index

Experience Matters

NOVEMBER 18, 2015

Download report for $395. Download report for $395. If you want to know what data is included in this report and dataset, download this sample Excel dataset file. USAA, JetBlue Airways, TriCare, credit unions, ACE Rent A Car, Apple, and Georgia Power have loyalty levels that most outperform their industry averages.

Report

Report Loyalty Insurance Retail

Report: Net Promoter Score Benchmark Study, 2015

Experience Matters

OCTOBER 13, 2015

Download report for $495. Download report for $495. If you want to know what data is included in this report and dataset, download this sample Excel dataset file. Investment firms have the largest generation gap. See the NPS Benchmark Studies from 2012 , 2013 , and 2014. includes report plus dataset in Excel).

Net Promoter Score

Net Promoter Score Study Report NPS

Customer Experience Update

Report: Case Studies in Text Analytics

Report: The Future of Customer Experience Insights

Webinars

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Capitalizing on the Voice of the Customer (Infographic)

Webinars

Report: The State of Customer Experience Metrics, 2014

Report: Net Promoter Score Benchmark Study, 2014

Report: State of VoC Programs, 2014

Report: B2B Customer Experience Best Practices

Data Snapshot: Customer Experience Expectations and Plans for 2015

Report: Lessons in CX Excellence, 2015

Customer Experience Strategy: An A to Z Glossary

Report: State of Voice of the Customer Programs, 2015

Report: Unlocking Customer Insights From Contact Centers

A to Z Guide to Customer Experience Definitions and Terms

Report: Make Your VoC Action-Oriented

Report: 2015 Temkin Loyalty Index

Report: Net Promoter Score Benchmark Study, 2015

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