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.
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.
GetFeedback
MAY 9, 2019
At this level, you’re also working on developing a customer experience strategy. Stage 4 —O perationalize: You begin to re-design your company’s operational processes based on customer insight and other customer experience metrics. Stage 5 — Align: Being customer-centric is the norm in your company at this stage.
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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.
Eptica
APRIL 25, 2018
Compelling Brand Values: Deliver on your brand promises to customers. Customer Connectedness: Infuse customer insight across the organization. Think of Jeff Bezos at Amazon whose mantra is “We start with the customer and work backwards.” Why it is time to calculate the ROI of VoC programs.
Experience Matters
SEPTEMBER 11, 2017
We just published a Temkin Group report, Tech Vendor NPS Benchmark, 2017. The research examines Net Promoter Scores® (NPS®) and the link to loyalty for 58 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 five years.
Experience Matters
DECEMBER 27, 2016
Voice of the Customer (VoC) programs are a central part of most customer experience efforts. Here’s some interesting data snippets from the recent report, State of VoC Programs, 2016. For additional info, check out our VoC resource page.
Experience Matters
DECEMBER 27, 2016
Voice of the Customer (VoC) programs are a central part of most customer experience efforts. Here’s some interesting data snippets from the recent report, State of VoC Programs, 2016.
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