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

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

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

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 354

Customer Experience Competitive Advantage Omni-Channel Culture 354

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

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

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 Strategy Customer Experience 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 Loyalty Consumers 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

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

Experience Matters

JUNE 4, 2018

The post Report: What Happens After a Good or Bad Experience, 2018 appeared first on Customer Experience Matters®. Download report for $195 Here are some highlights: About 18% of the customers who interacted with TV & Internet service providers reported having a bad experience – a considerably higher percentage than in other industries.

Report 185

Report Study Industry Interaction 185

Experience Matters

SEPTEMBER 10, 2018

The post Report: Tech Vendor NPS & Loyalty Benchmark, 2018 (B2B) appeared first on Customer Experience Matters®. To gather this data, we surveyed 800 IT decision-makers from large North American firms about their relationships with their technology Read More.

NPS 149

NPS B2B Net Promoter Score Loyalty 149

Alida

JANUARY 5, 2018

Marketers are always looking for new ways to create experiences that resonate with customers, and 2018 will be no different. Experts believe that in 2018, marketing leaders will be dealing with disruption and adapting emerging technologies that are starting to mature beyond their initial hype. .” Ad spend shakes up.

Marketing 0

Marketing Multi-Channel Advertising Tourism 0

Oracle

DECEMBER 24, 2018

2018 was a year of significant innovation within the marketing world. As part of our year in review , here’s a closer look at some of the most inspiring and thought-provoking marketing quotes from 2018. ” – Deloitte Digital CMO Suzanne Kounkel at the Forbes CMO Summit 2018. Balancing data with humanity in marketing.

Marketing 93

Marketing Conference Omni-Channel Leadership 93

Alida

NOVEMBER 10, 2017

Which emerging technology trends will shape the business world in 2018, and how will they change consumer behaviors and expectations? For 2018, experts believe smarter, cutting-edge technology will enable companies to provide better customer experiences and get more useful insight and data. Intelligent apps, analytics and things.

Trends 174

Trends Retail e-support Technology 174

Oracle

JANUARY 31, 2018

Following a record holiday season, 2018 is off to a fast start in the world of customer experience. So how do CX professionals know what to expect as far as consumer behaviors, trends, and otherwise in 2018? On our 2018 Predictions page, you’ll find articles like: Top 5 CMO Priorities in 2018 (Hint: It’s All About Data).

Customer Experience 80

Customer Experience CRM Trends Retail 80