Experience Matters

JUNE 30, 2015

consumers, the 2015 Temkin Web Experience Ratings examine 262 companies across 20 industries ( see full list of companies (.pdf) Here are some more highlights from the 2015 Temkin Web Experience Ratin gs: Across all five years of the rating, either USAA or Amazon.com has earned the top spot. consumers during January 2015.

Airlines 120

Airlines Hotels Banking Retail 120

Experience Matters

NOVEMBER 4, 2015

We just published a Temkin Group report 2015 Temkin Experience Ratings of Tech Vendors that rates the customer experience of 62 large tech vendors based on a survey of 800 IT decision makers from large North American firms. This is the fourth year of the ratings, here are links to the 2012 , 2013 , and 2014 ratings.

Report 120

Report Net Promoter Score Effort Score Innovation 120

Experience Matters

JUNE 23, 2015

Congratulations to H-E-B , Publix , Chick-fil-A, Trader Joe’s, USAA, Aldi , Hy-Vee , PetSmart , Dairy Queen , Walgreens , and Amazon.com for earning the top scores in the 2015 Temkin Emotion Ratings. Do you want to the data from the 2015 Temkin Emotion Ratings? consumers during January 2015. Quotas were set to mirror the U.S.

Effort Score 120

Effort Score Airlines Hotels Insurance 120

ijgolding

DECEMBER 30, 2014

There are now 129 CCXPs around the globe – these numbers will increase dramatically in 2015. That is why the significance of Customer Experience in driving the sustainable growth of businesses must become even more prominent in 2015, not less. So what should we be looking for in the world of Customer Experience in 2015?

Customer Experience 214

Customer Experience Customer Experience Professionals Training Customer Journeys 214

Experience Matters

MARCH 30, 2015

We just published a Temkin Group report, State of the CX Profession, 2015. This is the fifth year that we’ve examined the roles of CX professionals and the second year that we’ve done a compensation study.

Report 120

Report Groups Study Trends 120

Experience Matters

MARCH 17, 2015

We just published a Temkin Group data snapshot, Customer Experience Expectations and Plans for 2015. This year’s results show that companies are planning on dedicating more money and effort to improving a variety of customer experience activities in 2015. Download report for $195.

Customer Connectedness 120

Customer Connectedness Data Self Service Customer Experience 120

Experience Matters

MARCH 24, 2015

We just published the 2015 Temkin Trust Ratings , the fifth year of the ratings. H-E-B and credit unions took the top spots in the 2015 Temkin Trust Ratings , while USAA took three of the next four spots for its banking, insurance, and credit card business. consumers during January 2015. It uses feedback from 10,000 U.S.

Airlines 120

Airlines Insurance Wireless Banking 120

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. This is the fifth year of this study that examines the CX metrics efforts within large companies.

Metrics 120

Metrics Report Net Promoter Score Effort Score 120

Experience Matters

JANUARY 6, 2015

With this post, I’m declaring 2015 “ The Year of the Employee.”. 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. Instead, I’ve narrowed down the focus to these 8 key CX trends for 2015: Corporate Culture Conversations.

Customer Journeys 120

Customer Journeys Trends Contact Center Customer Connectedness 120

Experience Investigators by 360Connext

MARCH 12, 2015

I’ll be heading to South By Southwest Interactive in Austin, Texas. Have a listen and then be sure to subscribe to hear more from SXSW 2015. More Posts - Website Follow Me: The post What Will SXSW Mean for Customer Experience in 2015? It’s that time again! QR Codes on t-shirts? Worst idea ever. Listen now!

Customer Experience 110

Customer Experience Fashion Social Media Innovation 110

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.

Report 120

Report Effort Score Groups Analytics 120

Experience Investigators by 360Connext

MARCH 18, 2015

I’ve noticed a lot of blogs and articles and general gripes lately about why SXSW Interactive has jumped the shark. It’s fashionable to post emphatically about how there’s no appeal to the massive conference tackling digital and interactive trends each March. This was my sixth visit to SXSW. So, yes, there are things to complain about.

Interaction 110

Interaction Conference Innovation Fashion 110

Experience Matters

MAY 12, 2015

We just published a Temkin Group report, The State of the CX Management, 2015. This is the sixth annual benchmark of CX activities, competencies, and maturity levels. This year we found an abundance of CX ambition and activity. This report also includes an assessment that companies can use to benchmark their CX efforts and capabilities.

Report 120

Report Customer Connectedness Management Effort Score 120

Customer Enthusiast

DECEMBER 30, 2014

It occurred to me while reading through a list of 15 Customer Service Trends for 2015 assembled by Richard Shapiro, president of The Center For Client Retention , that nine of the 15 trends are related to omnichannel: a seamless approach to a consumer’s experience through all available shopping channels (e.g.,

Hotels 100

Hotels Social Media Omni-Channel Trends 100

Experience Matters

JANUARY 20, 2015

We just published a Temkin Group report, Lessons in CX Excellence, 2015. Activision combines this dedication to listening to its players with a willingness to redesign significant interactions. The report provides insights from 8 finalists in the Temkin Group’s 2014 CX Excellence Awards.

Report 120

Report Customer Connectedness Customer Journeys Net Promoter Score 120

Customer Interactions

JULY 7, 2015

More than 1,500 attendees, consisting of customers, industry leaders and experts, gathered on June 2nd for the kick-off Interactions 2015, the largest customer event of the year!

Interaction 28

Interaction Industry Customers 28

Experience Matters

FEBRUARY 25, 2015

We just published a Temkin Group report, What Happens After a Good or Bad Experience, 2015. consumers about their recent interactions with 283 companies across 20 industries. Here’s the executive summary: To understand the effect of good and bad experiences, we asked 10,000 U.S. Download report for $195.

Report 120

Report Customer Connectedness Retail Groups 120

Horizon CX

APRIL 1, 2024

Customer journey mapping: The organization has a deep understanding of the customer journey and the touchpoints at which customers interact with the brand. Back in 2015, MaritzCX conducted a revealing study that shed light on the state of CX maturity across industries.

Customer Journeys 130

Customer Journeys Touchpoint Customer Centricity Competitive Advantage 130

InMoment XI

DECEMBER 20, 2017

To stay out front as an industry pioneer, in 2015, the VKB anchored raising customer satisfaction as one of the company’s primary objectives. Focusing initially on the customer journey along the many interaction points with the VKB, internal. View Article.

Customer Centricity 200

Customer Centricity Customer Satisfaction Customer Journeys Interaction 200

InMoment XI

DECEMBER 20, 2017

To stay out front as an industry pioneer, in 2015, the VKB anchored raising customer satisfaction as one of the company’s primary objectives. Focusing initially on the customer journey along the many interaction points with the VKB, internal. View Article

Customer Centricity 200

Customer Centricity Customer Satisfaction Customer Journeys Industry 200

Lumoa

MARCH 5, 2018

In 2015, only 3% of B2B companies valued customer experience as an integral part of company culture. Digital" has become a standard not only for B2C customer interactions but also for B2B customer experiences. Does it sound familiar? So, what is actually happening to B2B customer experiences? Luckily, things have changed.

B2B 303

B2B Company B2C Customer Experience 303

Talkdesk

FEBRUARY 11, 2015

Is your customer-centric team actively working on providing better customer service in 2015 ? Have you been searching for trends that will help them optimize customer interactions and get a leg up on your competitors ? Below are the top six customer service trends for 2015 according to Forrester : 1. Look no further!

Trends 40

Trends Self Service Customer Service Customer Centricity 40

Eptica

JANUARY 6, 2016

Date: Wednesday, January 6, 2016 What were the key customer experience topics in 2015? However, before exploring some of these trends in future blog posts, I’d like to take the opportunity to review 2015 – specifically some of the most popular topics covered by the Eptica blog. Published on: January 06, 2016.

Self Service 48

Self Service Customer Experience Social Media Insurance 48

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. Now onto the best of 2015! This article emphasizes taking out that mechanical feel to support, and begin thinking of the customer as a person in this interaction and not as a chain of demands.

Self Service 72

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

Tricia Morris

NOVEMBER 13, 2015

Someone is inevitably going to be injured fighting for a sweet deal on an Xbox One, interactive R2-D2 (probably me – sad beep), Apple Watch, or worse, a $10 crock pot. For November and December 2015, U.S. —————— Read More About 2015 Customer Service Expectations. billion holiday haul.

Self Service 40

Self Service Customer Service e-support Retail 40

Tricia Morris

OCTOBER 1, 2015

The 2015 Global State of Multichannel Customer Service Report published by Parature, from Microsoft and Microsoft Dynamics CRM shows that geography does play a role in customers’ views on service. The post 2015 Global Customer Service Report: Customer Expectations and Location, Location, Location appeared first on Parature.

Self Service 40

Self Service Customer Expectations Report Customer Service 40

Talkdesk

JANUARY 26, 2015

So why is 2015 any different? Because failing to provide customer-centric support could literally sink your business in 2015. Now allow me to keep it with some helpful tips on how you and your team can provide better customer support in 2015: Tip #1 Know everything about your customers. Do I have your attention now?

How To 40

How To e-support Effort Score Tips 40

Kerry Bodine

JUNE 20, 2015

August 13, 2015. September 27 – 29, 2015. October 2 – 3, 2015. October 8, 2015. June 30 – July 1, 2015. Interactive Customer Experience Summit. June 28 – 30, 2015. Transforming the Fan Experience 2015. June 29 – 30, 2015. September 1 – 2, 2015. September 2 – 3, 2015.

Conference 120

Conference CEM Customer Experience Professionals Contact Center 120

AWS Machine Learning

JUNE 8, 2023

Every customer’s item catalog and the way that users interact with it are unique to their business. ACM Transactions on Interactive Intelligent Systems (TiiS) 5, 4, Article 19 (December 2015), 19 pages. Previously, this capability was only available for SIMS , the other Related_Items recipe within Amazon Personalize.

Examples 84

Examples Interaction User Experience Meeting 84

Kerry Bodine

JUNE 7, 2017

In November 2014, JetBlue announced that it would be adding baggage fees and reducing leg room – and on June 30, 2015, the airline kept that promise to investors. The answer is questionable, as JetBlue’s stock price has fallen sharply from an all-time high of nearly $27 per share in September 2015 to roughly $17 at press time.

Airlines 184

Airlines Chief Customer Officer Hotels Brands 184

Forrester's Customer Insights

NOVEMBER 19, 2014

Forrester recently published its 2015 Predictions for Asia Pacific. Hence 2015 will be a year of increased fragmentation as reliance on analytics spreads across organizations. I wanted to highlight some specific trends around customer insights (CI) and big data, two very hot topics for many AP-based organizations.

Customer Insights 54

Customer Insights Analytics Data Trends 54

Talkdesk

JANUARY 22, 2015

Because 2015 is the year of the customer. With a plethora of customer data, business tools that transform that data into actionable intelligence and no shortage of channels to interact with your customer - you simply have no excuse to not exceed your customers’ expectations. In 2015, consumers are busy, well informed and tech-savvy.

Customer Satisfaction 40

Customer Satisfaction Self Service Customer Centricity How To 40

Customer Interactions

JULY 7, 2015

​Last week, more than 300 of our customers, business partners, members of the media and leading industry figures joined us for our annual Interactions conference in London.

Interaction 28

Interaction Conference Financial Industry 28

QuestionPro Audience

JANUARY 3, 2018

In 2018, it is expected that 79% of airports around the world will offer CRM tools in their mobile apps to help track customer behavior and improve personalization and brand loyalty, up from 30% in 2015. As technology continues to evolve, so will the way consumers and businesses interact.

Travel 294

Travel Airlines Consumers Loyalty 294

ECXO

MAY 15, 2023

The term “MadTech” was coined in 2015 by David Raab, founder of the Customer Data Platform (CDP) Institute. data gathered during customer interactions) will be crucial to your MadTech strategy since zero- and second-party data are tougher to come by. Marketing hyper-personalization and on-demand relevance need interactive content.

Tips 133

Tips Net Promoter Score Advertising Customer Journeys 133

Forrester's Customer Insights

JULY 29, 2015

When I published the Market Overview: Real-Time Interaction Management back in May, I highlighted more than 100 vendors that provide real-time interaction management (RTIM) solutions or solution components. real-time interaction management. Read more Categories: RTIM. contextual marketing. contextual marketing engine.

Interaction 20

Interaction Management Touchpoint Groups 20

transcosmos Information Systems

MAY 25, 2015

It’s just a question of how exactly these ubiquitous devices are making an impact on how we interact with clients and customers. We’re almost half-way through 2015 and here are just some of the hyper-connected, mobile lifestyle customer service activities that we’ve been seeing in 2015. Faster everything.

Social Media 48

Social Media Self Service Multi-Channel Trends 48