Experience Matters

DECEMBER 22, 2015

We published a Temkin Group report, The State of CX Metrics, 2015. The most commonly used metrics continue to be likelihood-to-recommend and satisfaction, while the most successful metric is interaction satisfaction. See the State of CX Metrics studies from 2011 , 2012 , 2013 , and 2014. Download report for $195.

Metrics 120

Metrics Report Net Promoter Score Effort Score 120

Experience Matters

OCTOBER 27, 2015

We published a Temkin Group report, State of Voice of the Customer Programs, 2015 : This is the fifth year that we’ve benchmarked the competency & maturity of voice of the customer programs within large organization. See the State of VoC reports from 2010 , 2011 , 2013 , and 2014. Download report for $195.

Report 120

Report Effort Score Groups Analytics 120

Experience Matters

MARCH 3, 2015

consumers to rate their recent interactions with 293 companies across 20 industries and then evaluated their experiences across three dimensions: success, effort, and emotion. Between 2014 and 2015, only five industries improved and 14 declined. Download report for Free You can also download the dataset in Excel for $395.

Report 120

Report Customer Connectedness Airlines Retail 120

Kitewheel

MARCH 6, 2020

We call this analysis of customer journey data our State of the Customer Journey report. To build The State of the Customer Journey 2020 report, we analyzed and compared all the interactions orchestrated on our hub in 2019 and contrasted them with previous years to understand how the journey has evolved. Down-funnel use cases.

Customer Journeys 52

Customer Journeys Interaction B2C B2B 52

Experience Matters

MAY 12, 2015

We just published a Temkin Group report, The State of the CX Management, 2015. This report also includes an assessment that companies can use to benchmark their CX efforts and capabilities. Download report for $195. Download report for $195. This year we found an abundance of CX ambition and activity.

Report 120

Report Customer Connectedness Management Effort Score 120

Comm100

FEBRUARY 19, 2014

Prior to the technology revolution, there were primarily three methods for the customer to interact with product/service providers – voice (phone), face to face or snail mail. Customer satisfaction with social media interactions is currently low as companies have yet to fully develop and integrate business practices for this channel.

Customer Satisfaction 100

Customer Satisfaction Multi-Channel Social Media Comparison 100

Experience Matters

DECEMBER 1, 2014

In the Temkin Group report State of CX Metrics, 2013 , we found that only 11% of large companies feel that they do a very good job of measuring customers’ emotional responses. Emotion is a significant blind spot for most organizations. We’ve been measuring emotion as part of our Temkin Experience Ratings for four years.

ROI 288

ROI Consumers Measurement Metrics 288

Forrester

OCTOBER 1, 2014

In 2007, I wrote a report about how to measure customer experience (CX) across an entire enterprise. Fast-forward to 2014 and things look a lot better in the world of CX. At the time, I could find just three companies -- three! -- that were actually measuring CX this way. It''s great to see, but I have to admit.

Touchpoint 88

Touchpoint Government Measurement Leadership 88

Experience Matters

AUGUST 31, 2015

The research examines consumer preferences for using different channels for completing common tasks as well as the frequency of several cross-channel interactions. Download report for $195. The report has 13 data-filled charts, covering the 11 activities with details of preferences by age. Download report for $195.

Data 120

Data Insurance Policies Groups 120

Experience Matters

MARCH 17, 2015

Download report for $195. Here are some highlights from the data snapshot that contains 13 data-rich charts: 42% of respondents think their CX efforts had a moderately or significantly positive impact on the business in 2014 and 78% expect to have a positive impact in 2015. Download report for $195.

Customer Connectedness 120

Customer Connectedness Data Self Service Customer Experience 120

Talkdesk

APRIL 8, 2020

In 2014, Boingo Multifamily rapidly scaled up its business and needed to improve its customer service operations to match. The organization sought out a new contact center solution with skills-based routing, call recording, robust monitoring and the ability to provide listen-in support to coach agents while interacting with customers.

Contact Center 69

Contact Center Call Recording Call Center Report 69

Clarivate

APRIL 19, 2024

16] [17] For characterization of FLLs, particularly in patients at high risk of HCC, a Liver Imaging Reporting and Data System (LI-RADS) has been developed to categorize FLLs from LR-1 (definitely benign) to LR-5 (definitely HCC). 2014 Sep;109(9):1328-47 [8] Algarni AA, Alshuhri AH, Alonazi MM, Mourad MM, Bramhall SR. Eur J Cancer.

e-support 59

e-support Guidelines Study Healthcare 59

Calabrio

FEBRUARY 24, 2016

Last month, Adobe Marketing VP, John Travis, shared insights from Adobe’s 2016 Digital Trends report, including which opportunities businesses are most excited about this year. In 2014, it emerged as a top priority for marketers. During a 12-month period between 2014 and 2015, Calabrio recorded more than one billion calls.

Customer Experience 100

Customer Experience Contact Center Omni-Channel Analytics 100

Customer Bliss

JULY 11, 2017

In 2014, the National Diversity Council named her one of the Top 50 Most Powerful Women in Technology. Once she got there, she realized there was a ton of interaction with different departments all over Google, in large part because of the primacy of that area as regards revenue. Interaction designers. Prototypes. Researchers.

Leadership 0

Leadership Customer Experience Report Innovation 0

Alida

NOVEMBER 10, 2017

Related resource: The rise of insight-driven businesses [Forrester report]. More retailers will launch initiatives that exploit augmented reality (AR), virtual reality and mixed reality, enabling shoppers to interact with both digital and real-world objects. Customer experience becomes immersive.

Trends 174

Trends Retail e-support Technology 174

CSM Magazine

JULY 29, 2021

Deeper insights also have a number of AI models modified to identify geographical locations in documents, predict a company’s financial stress from financial reports, and recognize specific features of a product. The Exceed’s sales assistants interact with leads through email or a chatbox on the website.

Social Media 98

Social Media Financial Consulting Analytics 98

Calabrio

NOVEMBER 18, 2015

This means that WFO programs in the contact center are a key ingredient impacting the overall service delivery efforts, as well as customer satisfaction,” notes a report on workforce optimization (WFO) analytics by Omer Minkara of The Aberdeen Group in 2014. Those that Aberdeen considered VoC analytics “leaders” reported a 17.8

Contact Center 124

Contact Center Net Promoter Score Data Effort Score 124

Experience Investigators by 360Connext

NOVEMBER 20, 2014

According to a Deutsche Bank report , during the last decade the SaaS category grew 11X in market cap value, and its share of the total software market capitalization grew from 2% to 14%. In 2014, Annie was recognized as being one of the 50 most influential CMOs in social media.

Customer Experience 302

Customer Experience Chief Customer Officer B2B Conference 302

GetFeedback

JUNE 12, 2019

In 2016, McKinsey and Company reported that even a slight improvement to the buyer’s experience could have up to a three-percentage-point impact on revenue. For example, organizations focus on improving one service interaction, or one check-out experience. In 2014, we realized that our program was getting outdated,” Sansoin told us.

Touchpoint 199

Touchpoint How To Net Promoter Score NPS 199

Customers That Stick

OCTOBER 9, 2014

Small business owner and Social Media Manager at CTS, Tricia Keels began using “I apologize” in her customer interactions, and it made a large impact. Focus On “Value” “Value” is an extremely powerful word in customer-facing interactions. Use phrases like the following: I value your opinion.

Customer Service 164

Customer Service Customer Service Training Social Media Communication 164

Talkdesk

APRIL 22, 2021

A Talkdesk customer since 2014, Aspiration has been disrupting the finance industry by “turning every transaction into positive action”. The platform enables anyone, even without contact center expertise, to deploy and train new agents, create interactive voice response (IVR), and support workforce management. .

Financial 75

Financial Customers Contact Center Conference 75

ijgolding

NOVEMBER 28, 2014

Six years after Dave’s experience, we are arguably in an even more commanding position to get our voices heard by the masses, even if the companies we interact with directly appear not to be listening. I contacted Experian and they talked me through my report and explained how the scores work.

Social Media 318

Social Media Airlines Video Consumers 318

SurveySparrow

FEBRUARY 18, 2024

Reporting and Analysis Gain actionable insights with the full out-of-the-box reporting suite and real-time mission control dashboard. Personalizable ribbon reporting, CSAT & NPS trend analysis, and geolocation of responses empower informed decision-making. Plus, users on G2 praise their dashboard and easy-to-access reports.

Multi-Channel 52

Multi-Channel CRM Tourism e-support 52

Joe Rawlinson

AUGUST 9, 2017

IBM’s findings also recommend making more use of technology to add value to customers’ interactions with your e-commerce business. Adding self-service options such as an online knowledge database can boost your customers’ satisfaction with their online experience.

Omni-Channel 104

Omni-Channel Self Service Consumers Meeting 104

Team HGS

FEBRUARY 6, 2018

Mobile driven interaction management —in-app messaging, chat, SMS, and social—have become foundational components of an omnichannel strategy. One consumer packaged goods client being serviced out of the UK receives 71% of all customer interactions from digital channels, and only 29% from voice.

Trends 45

Trends Contact Center Exceptional Customer Service Omni-Channel 45

Experience Matters

MARCH 16, 2015

You can download a free copy of the Temkin Experience Ratings report of see all of the results on the Temkin Ratings website. Isn’t it unfair to rate our company with retailers and supermarkets, since our interactions are more complicated? You can download our free report for each year of the Temkin Experience Ratings.

Effort Score 120

Effort Score Guidelines Groups Industry 120

CSM Magazine

NOVEMBER 27, 2020

Four out of ten businesses reported that they had found working from home ‘more effective’. Reports from the front lines. Surprisingly, the assembled experts reported seeing the same or higher CSAT scores, because customers appreciated the challenges that contact centre staff were facing.

Insurance 98

Insurance How To Chatbots Wait Times 98

Help Scout

APRIL 29, 2021

For proof, compare this 2014 customer promise from Comcast — “We are committed to providing Comcast customers with a consistently superior customer experience” — to this recording from the same year. A customer service culture is not about the specifics of individual customer interactions. Learn how Help Scout aligns sales and support.

Culture 139

Culture Customer Service How To Policies 139

C Space

JULY 23, 2021

I feel very much like the Man Repeller ethos isn’t about fashion,” its founder Medine Cohen told New York Magazine in a 2014 profile. This Express Arena Report aims to do precisely this – investigate the edges and capture the weak signals. We need to look at the semi-stated and the unstated, where the clues for meaning lie.

Fashion 52

Fashion Financial Report Brands 52

Win the Customer

DECEMBER 25, 2019

In a 2014 report by the Aberdeen Group, organizations that utilize social channels in customer care perform better than competitors without. Social organizations also reported a drastically lower number of customer complaints. Social service organizations see a 5.6% YoY increase in first-contact resolutions and a 6.5%

Customer Service 115

Customer Service Social Media Multi-Channel How To 115

Win the Customer

APRIL 6, 2017

percent from 2014 to 2015, from $23.4 billion , Gartner reported. CRM tools can also be used to cultivate leads over the course of multiple interactions, both by individual representatives and by team managers supervising the hand-off of a prospect from one representative to another. The global CRM market grew 12.3

CRM 108

CRM Company Customer Experience Social Media 108

COPC

OCTOBER 10, 2017

The report carries forward numerous data points, with many reaching back to 2014, as well as two entirely new sections of research: the Purchase Experience and Customer Effort. The report also features a must-read special commentary by Liliana Petrova, director of customer experience at JetBlue Airways. and Execs In The Know.

Consumers 40

Consumers Multi-Channel Survey Customer Care 40

Customer Bliss

FEBRUARY 16, 2017

In the spring of 2014, NYPL allowed anyone on the staff to propose a strategic discussion with a senior leader. It didn’t matter where you were in the reporting structure, etc. They were deeply appreciative of the chance to interact with, and learn from, peers across NYPL, something that rarely happened otherwise.

Employee Engagement 175

Employee Engagement Case Study Hotels Engagement 175

Comm100

JANUARY 14, 2016

A ComScore report shows that mobile users already outnumber PC users for Web access (approximately 2 billion mobile users versus about 1.6 The ComScore report also states that in 2016, mobile search queries will outnumber those made from a PC by more than 27.8 billion PC users.) Of course, one of those channels is social media.

Omni-Channel 0

Omni-Channel Trends Self Service Customer Service 0

ChurnZero

JANUARY 20, 2021

Mattias Putman and Ewout Meyns launched PieSync in 2014 with a goal in mind: keep customers satisfied. Clearbit, a B2B tool that personalizes customer interactions, initially focused on top-line revenue as a key metric. This is a guest blog post by Justine Dennis, Manager, Customer Success & Support at Fusebill. .

Customer Success 98

Customer Success B2B Metrics Strategy 98

Beyond Philosophy

MAY 14, 2015

Their Customer Service Success Blog reported some interesting stats to consider about Customer’s self-service options, including: By 2017, Only 1/3 of Customer service interactions will require human assistance. As many as 2/3 of Customer service interactions will occur without human-to-human contact.

Self Service 60

Self Service Exercises Analysis Call Center 60

Education Services Group

FEBRUARY 3, 2021

Back in 2014, TSIA published a report on Measuring the Success of Customer Communities. By factoring these community interactions into your customer health scores, you can nip churn in the bud. When 72% of U.S. The untapped potential of community platforms. A foundation for customer loyalty.

Customer Success 59

Customer Success Customer Engagement Engagement Self Service 59