Experience Matters

NOVEMBER 15, 2017

The post 2017 Temkin Group CX Excellence Award Winners appeared first on Customer Experience Matters®.

Groups 202

Groups Customer Centricity Culture Metrics 202

Experience Matters

NOVEMBER 15, 2016

We published a Temkin Group report, Temkin Loyalty Index, 2016. Here’s the executive summary: The 2016 Temkin Loyalty Index (TLi) evaluates how loyal 10,000 U.S. This is the second year of this study that examines the loyalty of U.S. consumers to 294 companies across 20 industries.

Loyalty 120

Loyalty Report Groups Study 120

Experience Matters

JULY 6, 2016

We just published a Temkin Group report, State of Employee Engagement Maturity, 2016. Here’s the executive summary of this annual review of employee engagement activities, competencies, and maturity levels for large companies: Engaged employees are critical assets for any customer experience effort.

Employee Engagement 159

Employee Engagement Report Engagement Groups 159

Experience Matters

SEPTEMBER 27, 2016

We just published a Temkin Group data snapshot, Channel Preferences and Cross-Channel Activity Benchmark, 2016. Here’s the executive summary: In Q3 2016, we surveyed 10,000 U.S. consumers about their channel preferences for performing 11 different […].

Data 120

Data Groups Consumers Survey 120

Experience Matters

AUGUST 1, 2016

Temkin Group just published a data snapshot, Social Media Benchmark, 2016. Here’s a description of the data snapshot: In January 2016, we surveyed 10,000 U.S. This annual research effort shows how consumer use of social media sites on both computers and mobile phones are changing.

Social Media 120

Social Media Data Groups Consumers 120

Experience Matters

JUNE 21, 2016

We just published a Temkin Group report, Economics of Net Promoter, 2016. Here’s the executive summary: Net Promoter® Score (NPS®) is a popular metric that companies use to analyze their customer experience efforts, but how does it actually relate to loyalty?

Net Promoter Score 149

Net Promoter Score Report Effort Score NPS 149

Experience Matters

DECEMBER 20, 2016

We published a Temkin Group report, The State of CX Metrics, 2016. Here’s the executive summary: Temkin Group surveyed 183 companies to learn about how they use customer experience (CX) metrics and then compared their answers with similar studies we’ve […].

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Metrics Report Groups Study 120

Experience Matters

MARCH 15, 2016

We just published a Temkin Group data snapshot, Media Use Benchmark, 2016. Here’s the data snapshot description: In January 2016, we surveyed 10,000 U.S. This is our annual analysis of how much time consumers spend using different media channels (see last year’s data snapshot).

Data 120

Data Groups Analysis Consumers 120

Experience Matters

OCTOBER 24, 2016

We published a Temkin Group report, ROI of Customer Experience, 2016. This research shows that CX is highly correlated to loyalty across 20 industries. Here’s the executive summary: To understand the connection between customer experience (CX) and loyalty, we examined feedback from 10,000 U.S.

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ROI Report Customer Experience Groups 120

Experience Matters

OCTOBER 11, 2016

We published a Temkin Group report, Net Promoter Score Benchmark Study, 2016. Here’s the executive summary: As many large companies use Net Promoter® Score (NPS) to evaluate their customer loyalty, Temkin Group […].

Net Promoter Score 120

Net Promoter Score Study Report NPS 120

Experience Matters

FEBRUARY 1, 2016

Temkin Group just published a data snapshot, Customer Experience Expectations and Plans for 2016. This annual research effort shows an increase in focus, effort, and spending on customer experience in 2016.

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Data Groups Survey Customer Experience 120

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

SEPTEMBER 14, 2016

We just published a Temkin Group report, Tech Vendor NPS Benchmark, 2016, The research examines Net Promoter Scores and the link to loyalty for 62 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 four years.

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NPS Net Promoter Score Report B2B 120

Experience Matters

NOVEMBER 17, 2016

Congratulations to winners of the 2016 Temkin Group CX Excellence Awards: Business Development Bank of Canada (BDC), Century Support Services, Crowe Horwath, Oxford Properties, and VCA.Filed under: Customer experience.

Groups 120

Groups Banking Customer Experience Customers 120

Experience Matters

FEBRUARY 16, 2016

We just published a Temkin Group report, Employee Engagement Benchmark Study, 2016. This is the fifth year that we’ve published the benchmark of U.S. The research is based on an online survey on Q3 2015. Take a look at our Employee Engagement Resource Page).

Employee Engagement 120

Employee Engagement Study Report Engagement 120

Experience Matters

OCTOBER 17, 2016

We published a Temkin Group report, State of Voice of the Customer Programs, 2016. Here’s the executive summary: For the sixth straight year, Temkin Group has benchmarked the competency and maturity levels of voice of the customer […].

Report 120

Report Groups Customers Customer Connectedness 120

Experience Matters

OCTOBER 31, 2016

We just published a Temkin Group report 2016 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 fifth year of the ratings, here are links to the 2012, 2013, 2014, and 2015 ratings.

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Report Groups Survey Customer Experience 120

Experience Matters

OCTOBER 5, 2016

Once again, Temkin Group is publishing a new infographic as part of our CX Day celebration. Take a look at last year’s ultimate CX infographic.

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Infographics Customer Experience Groups Customers 328

Experience Matters

FEBRUARY 23, 2016

We just published a Temkin Group report, State of the CX Profession, 2016. This is the fifth year that we’ve examined the roles of CX professionals and the third year that we’ve done a compensation study.

Report 120

Report Groups Study Survey 120

Experience Matters

MARCH 8, 2016

We published the 2016 Temkin Experience Ratings, the most comprehensive benchmark of customer experience. Here’s the executive summary: 2016 marks the sixth straight year that we’ve published the Temkin Experience Ratings, a cross-industry, open standard benchmark of customer experience.

Report 120

Report Industry Feedback Consumers 120

Experience Matters

APRIL 5, 2016

Temkin Group announces the winners the 2016 Customer Experience Vendor Excellence Awards: MaritzCX, Medallia, Potentiate, Rant & Rave, and Walker Information. Congratulations!

Groups 120

Groups Software Customer Experience Customers 120

Vonage

DECEMBER 7, 2015

Do agents rarely have to log into a different system or request customer information from an internal group to complete a case? By embracing an omni-channel service philosophy, your organization could become the next service leader of 2016. . The post 2016’s Top Trend: Omni-Channel appeared first on Blog | NewVoiceMedia.

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Omni-Channel Trends Self Service Travel 120

Experience Matters

MAY 25, 2016

We recently released the 2016 Temkin Experience Ratings that ranks the customer experience of 294 companies across 20 industries based on a survey of 10,000 U.S.

Groups 192

Groups Customer Experience Survey Consumers 192

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. Download report for $495.

Report 120

Report Customer Connectedness B2B Groups 120

Experience Matters

DECEMBER 28, 2015

See Temkin Group’s annual listing of customer experience trends and learn why 2016 will be The Year of Emotion.

Trends 120

Trends Groups Customer Experience Customers 120

Experience Matters

MAY 3, 2016

We just published the 2016 Temkin Forgiveness Ratings, the sixth year of the ratings. It uses feedback from 10,000 U.S. consumers to rate the level of trust that consumers have with 294 organizations across 20 industries (see.pdf with full list). You can see all of the company data on the Temkin Ratings website.

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Banking Consumers Feedback Industry 120

Experience Matters

DECEMBER 15, 2015

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. In 2016, we expect this consumer behavior to push more companies to break apart their offerings into bite-sized pieces.

Trends 120

Trends Customer Experience Customer Journeys Customer Connectedness 120

Experience Matters

MARCH 30, 2016

We just published a Temkin Group report, What Happens After a Good or Bad Experience, 2016.

Report 120

Report Groups Analysis Consumers 120

Experience Matters

APRIL 12, 2016

We just published the 2016 Temkin Trust Ratings, the sixth year of the ratings. It uses feedback from 10,000 U.S. consumers to rate the level of trust that consumers have with 294 organizations across 20 industries (see.pdf with full list). You can see all of the company data on the Temkin Ratings website.

Consumers 120

Consumers Feedback Industry Data 120

SuiteCX

JANUARY 2, 2017

As 2016 rapidly draws to a close, Customer Experience continues to be a “hot topic” on everyone’s agenda, but companies are having trouble making progress. Knowing which segments to focus on helps you better allocate your resources to take actions against these groups and should be the focus of your. marketing strategy.

Customer Journeys 100

Customer Journeys Self Service Customer Insights Survey 100

SuiteCX

JANUARY 2, 2017

As 2016 rapidly draws to a close, Customer Experience continues to be a “hot topic” on everyone’s agenda, but companies are having trouble making progress. Knowing which segments to focus on helps you better allocate your resources to take actions against these groups and should be the focus of your. marketing strategy.

Customer Journeys 100

Customer Journeys Self Service Customer Insights Survey 100

Experience Matters

NOVEMBER 9, 2016

It pulls from a variety of Temkin Group research, including: Data Snapshot: Channel Preferences Benchmark, 2016, Five C’s of Mobile VoC Disruption, Data Snapshot: Media Use Benchmark, 2016, and The State […].

Infographics 317

Infographics Groups Data Customer Experience 317

CX Journey

APRIL 21, 2016

Even though 2016 is already a third of the way over, I thought it would be interesting to share some findings about key customer experience challenges that have been identified for this year. CX Network recently published The Global State of Customer Experience 2016.

Omni-Channel 80

Omni-Channel ROI Culture Trends 80

SuiteCX

DECEMBER 22, 2015

8 Customer Experience Predictions for 2016. 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. suitecx ©2015, suitecx Inc.

Customer Experience 100

Customer Experience CEM Social Media Customer Journeys 100

Calabrio

JUNE 9, 2016

One of the places I look for trends is in the 2016 Dimension Data Global Contact Centre Benchmarking Report , the most extensive global contact center survey in the industry. Not only have digital interactions gained substantial ground in 2016, but digital interactions, like chat, email, social media, SMS, etc.,

Contact Center 100

Contact Center Report Banking eBook 100

Experience Matters

NOVEMBER 9, 2016

It pulls from a variety of Temkin Group research, including: Data Snapshot: Channel Preferences Benchmark, 2016, Five C’s of Mobile VoC Disruption, Data Snapshot: Media Use Benchmark, 2016, and The State […].

Infographics 254

Infographics Groups Data Customer Experience 254

Experience Matters

DECEMBER 19, 2017

Every year, Temkin Group identifies a theme that we believe deserves the attention of the entire CX community. We focused on Elevate Purpose in 2017, Intensify Emotion in 2016, Engage Employees in 2015, and Amplify Empathy in 2014. So Temkin Group will dedicate our energy in 2018 to promote the following mindset: Embrace diversity.

Groups 267

Groups Engagement Customer Experience Customers 267