Experience Matters

JANUARY 19, 2016

We just published a Temkin Group report, Lessons in CX Excellence, 2016. The report provides insights from eight finalists in the Temkin Group’s 2015 CX Excellence Awards. The report, which is 100 pages long, includes an appendix with the finalists’ nomination forms.

Report 120

Report B2C B2B Groups 120

Experience Matters

DECEMBER 15, 2015

In my post last year I named 2015 “ The Year of Employee.” With this post, I’m declaring 2016 “ The Year of Emotion.”. We saw a surge of interest in the topic of culture in 2015, and we expect even more executives to begin the long-term journey of culture change in 2016. See the 2015 Temkin Effort Ratings.

Trends 120

Trends Customer Experience Customer Journeys Customer Connectedness 120

ijgolding

JANUARY 4, 2016

At the end of 2015, I wrote an article for my column on CustomerThink – the article was entitled ‘Customer Experience in 2015 – 5 Key Learnings’ – have a read if you would like to know what my key observations in 2015 were. EVERY year should be the year of the customer – from now until eternity.

Customer Centricity 120

Customer Centricity Customers Financial Customer Experience 120

SuiteCX

DECEMBER 22, 2015

8 Customer Experience Predictions for 2016. suitecx ©2015, suitecx Inc. December 20, 2015 Customer Experience Management: 8 Customer Experience Predictions for 2016 As we move into a new business year, promising to be the most CX-­‐focused ever, we wanted to share some key predictions that we believe will come to pass: 1.

Customer Experience 100

Customer Experience CEM Social Media Customer Journeys 100

SuiteCX

JANUARY 21, 2016

Here are some practical tips to help you be more productive in 2016. How to Get a Deeper Understanding of Your Customers for 2016. suitecx ©2015, suitecx Inc. December 20, 2015 Customer Experience Management: How can you get a deeper understanding of your customers for 2016? suitecx ©2015, suitecx Inc.

Customer Journeys 100

Customer Journeys Customer Centricity Leadership Social Media 100

NICE inContact

FEBRUARY 23, 2016

We are thrilled to announce that Customer Magazine has selected inContact My Agent eXperience™ (MAX) as a 2016 Customer Product of the Year. Launched in September 2015, MAX is a dynamic and context-sensitive interface which improves the agent experience with streamlined handling of contact center interactions, across all channels.

Net Promoter Score 120

Net Promoter Score Multi-Channel Contact Center Customer Experience 120

Experience Matters

JANUARY 13, 2016

We just published a Temkin Group data snapshot, Tech Vendors: Product and Relationship Satisfaction of IT Clients, 2016 , During Q3, 2015, 800 IT professionals from companies with at least $250 million in annual revenues rated both the products of and their relationships with 62 tech vendors.

Report 120

Report Customer Connectedness B2B Groups 120

Kayako

JANUARY 7, 2016

We looked back with our best posts from the customer support community in 2015, now we’re looking forward with predictions for 2016. We’ll be covering these areas throughout 2016 so be sure to subscribe to our blog newsletter to stay at the top of your support game this year. 2016 is an exciting year for support.

Self Service 84

Self Service Social Media Trends Customers 84

Comm100

JANUARY 14, 2016

As we enter 2016, it appears that this consumer behavior trend will continue through 2016 and beyond. Still, many companies have been slow to adapt their websites and infrastructure to accommodate this technological growth – however, this will change significantly in 2016. billion PC users.) billion PC users.)

Omni-Channel 0

Omni-Channel Trends Self Service Customer Service 0

Experience Matters

DECEMBER 19, 2017

We focused on Elevate Purpose in 2017, Intensify Emotion in 2016, Engage Employees in 2015, and Amplify Empathy in 2014. Every year, Temkin Group identifies a theme that we believe deserves the attention of the entire CX community. We’ve decided to label 2018 as “The Year of Humanity.”

Groups 267

Groups Engagement Customer Experience Customers 267

Experience Matters

JANUARY 3, 2017

In 2016 we focused on Emotion, in 2015 we focused on Employees, and in 2014 we focused on Empathy. Dear Readers: Every year, Temkin Group highlights one theme that we think will be particularly important for companies in the coming year. And now, in 2017, we are focusing on … Purpose. Why “purpose,” you might ask?

Groups 223

Groups Company Customer Experience Customers 223

Experience Matters

NOVEMBER 13, 2017

This is the sixth year of the ratings, here are links to the 2012, 2013, 2014, 2015, and 2016 ratings. We just published a Temkin Group report 2017 Temkin Experience Ratings of Tech Vendors that rates the customer experience of 58 large tech vendors based on a survey of 800 IT decision makers from large North American firms.

Report 227

Report Groups Survey Customer Experience 227

Experience Matters

JUNE 7, 2016

We just published a Temkin Group report, The State of the CX Management, 2016. This is the seventh annual benchmark of CX activities, competencies, and maturity levels. Here’s the executive summary: For the seventh straight year, Temkin Group surveyed large companies to evaluate the state of their Customer Experience (CX) management.

Report 120

Report Management Groups Survey 120

Experience Matters

JANUARY 3, 2017

In 2016 we focused on Emotion, in 2015 we focused on Employees, and in 2014 we focused on Empathy. Dear Readers: Every year, Temkin Group highlights one theme that we think will be particularly important for companies in the coming year. And now, in 2017, we are focusing on … Purpose. Why “purpose,” you might ask?

Groups 214

Groups Company Customer Experience Customers 214

Experience Matters

JANUARY 23, 2018

consumers about their channel preferences when performing 12 different activities – such as selecting a life insurance policy or applying for a new credit card – and compared their responses to the results of a similar study we conducted in Q3 2016. Here are previous benchmarks from 2016, 2015, and Read More.

Report 154

Report Insurance Policies Groups 154

Wired and Dangerous

MAY 5, 2021

mainly spoken used for expressing pleasure or agreement 2016 may have been the year of Brexit and describing everything as lit but now were in 2017 theres a whole new delivery of fresh slang words all English learners need to know if you want to stay totally on fleek [link]. Because who really has the time for three-word sentences anymore?

Policies 91

Policies Insurance Government Banking 91

Experience Matters

MARCH 28, 2016

In the 2016 Temkin Experience Ratings (TxR), we found that the average ratings for all 20 industries declined between 2015 and 2016 (see graphic). points between 2015 and 2016. Here are some observations: Across the 20 industries, TxR dropped by an average of 5.2

Wireless 120

Wireless Customer Experience Banking Software 120

CX Journey

FEBRUARY 5, 2015

We’re one month into 2015, and it’s already apparent that Customer Experience is on everyone’s agenda - or at least on those of the 95% of retailers surveyed by Boston Retail Partners ,who identified customer experience as a top-three priority in the new year. . #1 In 2015, that’s all subject to change - and rightfully so.

Chief Customer Officer 80

Chief Customer Officer Customer Centricity Retail Culture 80

Kerry Bodine

JUNE 20, 2015

August 13, 2015. September 27 – 29, 2015. October 2 – 3, 2015. October 8, 2015. CXPA’s 2016 US Insight Exchange. CXPA’s 2016 US Insight Exchange. May 3 – 4, 2016. June 30 – July 1, 2015. June 28 – 30, 2015. Transforming the Fan Experience 2015. June 29 – 30, 2015.

Conference 120

Conference CEM Customer Experience Professionals Contact Center 120

Provide Support

NOVEMBER 8, 2016

Total planned spending this year is second only to the record total spending in 2015, at $952.58. © 2003 - 2015 Provide Support LLC. Published in Provide Support Blog , 2016. According to NRF’s survey conducted by Prosper Insights, American consumers plan to spend an average $935.58 during the holiday shopping season this year.

Customer Satisfaction 73

Customer Satisfaction Average Handle Time Wait Times Retail 73

Beyond Philosophy

JANUARY 12, 2016

As 2015 fades into history and 2016 starts, why not take a minute to peruse some of the most popular posts on career advice that can prepare you for a fabulous 2016, in reverse order… My Top 10 Most Popular Posts from 2015. #10: May 2016 be an excellent year for you! 10: The First 90 Days.

Policies 60

Policies Culture Guidelines Consulting 60

QuestionPro Audience

JUNE 11, 2022

Let’s review the work published in both Goel, Obeng, and Rothschild (2015) and Konitzer, Corbett-Davies and Rothschild (N.d.) 2015) who used a population-based sample of 1,200 registered voters in general elections in Michigan. to showcase how effective RDE samples can be. The first study was conducted by Goel et al.

Engagement 195

Engagement Advertising Survey Social Media 195

Eptica

JANUARY 22, 2016

Date: Friday, January 22, 2016 So how did customer service perform in 2015? Published on: January 22, 2016. This overall downward shift is echoed by the 2015 Eptica Retail Holiday Customer Experience Study. So, why the generally poor performance in customer service in the US and UK in 2015?

Customer Service 48

Customer Service Social Media Retail Contact Center 48

Provide Support

DECEMBER 7, 2015

Customer experience trends 2016. © 2003 - 2015 Provide Support LLC. Published in Provide Support Blog , 2015. Customer experience is becoming more and more important for companies over the years. The reason is, it has become the key differentiator. Read more. Permalink | No comment.

Trends 40

Trends Customer Experience Customers Marketing 40

Tricia Morris

DECEMBER 18, 2015

Al Hopper: #CustServ Chat Moderator and ICMI Top 50 Customer Service Thought Leaders of 2015 listee. Al Hopper: #CustServ Chat Moderator and ICMI Top 50 Customer Service Thought Leaders of 2015 listee. Product Marketing Manager and ICMI Top 50 Customer Service Thought Leaders of 2015 listee.

Trends 40

Trends Chief Customer Officer Customer Service eBook 40

Eptica

JANUARY 6, 2016

Date: Wednesday, January 6, 2016 What were the key customer experience topics in 2015? Published on: January 06, 2016. Author: Olivier Njamfa As we enter 2016, I’m already seeing plenty of predictions about what the year will bring for the customer experience and customer service markets.

Self Service 48

Self Service Customer Experience Social Media Insurance 48

Eptica

JANUARY 8, 2016

Date: Friday, January 8, 2016 5 customer experience lessons from the 2015 Holiday Shopping season. Published on: January 08, 2016. Looking through the results and statistics published so far, there are five key lessons that retailers can learn from 2015. With over $4.45

Self Service 48

Self Service Customer Experience Ecommerce Social Media 48

Alida

JULY 11, 2017

In fact, traditional retail improved much faster than digital, with robust 40 percent of traditional retailers’ CX Index scores rising from 2015 to 2016, while only 18 percent of digital retailers improved. The lesson here is that companies can’t think of digital transformation in isolation.

Customer Experience 183

Customer Experience Effort Score Omni-Channel Retail 183

QuestionPro Audience

JANUARY 8, 2018

In 2015, The Money Project created an infographic as a way of simplifying currencies, assets and other financial instruments in a way people can understand, and it evolved into a new way to understand the vast universe of global assets. With a revenue of $482B in 2016, it’s safe to say Walmart knows what they’re talking about.

Infographics 230

Infographics Retail Video Report 230

Forrester

JUNE 21, 2016

In 2015, we explored whether customer experience really matters to business success or whether CX is just the latest hype. Once we normalized the revenue data we used it to build models that calculated the compound annual growth rates (CAGR) for the ten companies from 2010 to 2015. The tough part was normalizing the results.

Customer Experience 75

Customer Experience Airlines CRM Sales 75

Kayako

DECEMBER 31, 2015

2015 saw the support community talk a lot about making things easier for the customer through both customer experience and communication. Come back soon for our prediction on 2016, or sign up for the blog and we’ll send it straight to your inbox. Now onto the best of 2015! The best of customer experience.

Self Service 72

Self Service Omni-Channel Net Promoter Score Multi-Channel 72

QuestionPro Audience

FEBRUARY 16, 2018

By 2016, spending nearly quadrupled to $62.75 In 2015, around 1.6 Currently, 68% of U.S. households own a pet, which equates to about 84.6 million homes. The American Pet Products Association (APPA) reports Americans spent $17 billion on their pets in 1994. billion, and by 2020, it is predicted to reach $96 billion in sales.

Industry 199

Industry Trends Insurance Exercises 199

Forrester

NOVEMBER 11, 2015

In 2015, customer experience (CX) rose to the number one priority for business and technology leaders. In 2016, it will be among the top 10 critical success factors determining who will win and who will fail in the Age of the Customer. Predictions 2016. Read more Categories: CX. Customer Experience.

Innovation 40

Innovation Customer Experience Customers Technology 40

Experience Matters

JANUARY 7, 2016

As we start moving ahead in 2016, The Year of Emotion , I wanted to look back at last year’s theme. In our listing of customer experience trends for 2015 , I labeled 2015 as “ The Year of the Employee.” Here is some of the relevant content that we created in 2015: Video: Customer Experience Matters.

Employee Engagement 120

Employee Engagement eBook B2B Tips 120

Michelli Experience

FEBRUARY 14, 2017

Thanks to livestream.com we know: 81% of internet and mobile users watched more video in 2016 than 2015. Great customer experience brands are not only “visual storytellers” but they are supporting their customers as those brand loyalists visually communicate about their brand journey.

Video 235

Video Retail Communication Course 235

Kerry Bodine

JULY 31, 2017

By April 2015, the original ASCI investment peaked at $698 and the S&P just $138. If you had followed this investment strategy since April 2000, an initial $100 investment would have been worth $761 at the end of 2016. The data was similar a year later. That same investment would be worth just $158 on the S&P.

Customer Experience 180

Customer Experience Analysis Customer Satisfaction Financial 180

PeopleMetrics

DECEMBER 18, 2015

In keeping with millennia of human tradition, let’s look back at our top ten blog posts from 2015. We're getting ready for another great year in 2016, and we're looking forward to writing more for you to enjoy. Legend has it that in a damp, craggy cave, an ancient hunter-gatherer created the first list-based Web article.

Customer Experience 48

Customer Experience Banking Metrics Customer Experience Management 48