Experience Matters

JANUARY 20, 2015

This report provides specific examples of how these companies’ CX efforts have created value for both their customers and for their businesses. We also highlight their best practices across the four customer experience competencies—purposeful leadership, compelling brand values, employee engagement, and customer connectedness.

Report 120

Report Customer Connectedness Customer Journeys Net Promoter Score 120

Experience Matters

JANUARY 6, 2015

Although I published 13 CX trends for 2013 and 14 CX trends for 2014 , I decided that 15 trends for 2015 would be too many to track. In 2015, we expect to see even more executives trying to build a customer-centric culture inside of their organizations. Voice of the Customer Renovations.

Customer Journeys 120

Customer Journeys Trends Contact Center Customer Connectedness 120

Experience Matters

SEPTEMBER 16, 2015

We just published a Temkin Group report, Tech Vendor NPS Benchmark, 2015 , The research examines Net Promoter Scores and the link to loyalty for 62 tech vendors based on feedback from IT decision makers in large North American organizations. We also compared overall results to our benchmarks from the previous three years.

NPS 120

NPS Net Promoter Score Report B2B 120