Experience Matters

OCTOBER 11, 2016

We published a Temkin Group report, Net Promoter Score Benchmark Study, 2016. This is the fifth year of this study that includes Net Promoter® Scores (NPS®) on 315 companies across 20 industries based on a study of 10,000 U.S.

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Net Promoter Score Study Report NPS 120

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. Advanced customer data synchronization with automatic screen-pops improves key metrics including Net Promoter Scores, First Contact Resolution, cross-sell, up-sell, and conversion rates.

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Net Promoter Score Multi-Channel Contact Center Customer Experience 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.

NPS 120

NPS Net Promoter Score Report B2B 120

BlueOcean

JULY 5, 2016

With social networks evolving at a breakneck pace, that leads us to the question at the root of this post: what is the state of social customer care in 2016 and beyond? They’re the ones who are measured on metrics like Average Speed of Answer and First Touch Resolution – metrics that matter in social as much as voice or email.

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Customer Care Social Media Contact Center Entertainment 120

NICE inContact

MARCH 10, 2016

As a contact center manager, you’ve got a lot of metrics to choose from as your key performance indicators (KPIs). In this blog, we help narrow down this long list to help you focus on the metrics that, when improved upon, will really help your contact center thrive. So, what are the top metrics you should be looking at?

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Call Center Metrics Average Handle Time Self Service 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

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. Or they're so focused on the metric that they overlook what customers are actually saying. That's pointless.

Omni-Channel 80

Omni-Channel ROI Culture Trends 80

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. Then move to financial metrics such as life time value, repeat purchasing, and market basket size. Then you need to measure to find out how much value you are actually delivering.

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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. Then move to financial metrics such as life time value, repeat purchasing, and market basket size. Then you need to measure to find out how much value you are actually delivering.

Customer Journeys 100

Customer Journeys Self Service Customer Insights Survey 100

ijgolding

JUNE 14, 2016

The ‘frustrators’ for driving a genuine customer centric approach were as follows: Organisations being focused on things other than the customer – short term revenue; sales; restructures; cost cutting (at all costs); wrong metrics in performance management 29%.

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Customer Centricity Customer Experience Customers Leadership 120

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.) What does this mean for your company?

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Omni-Channel Trends Self Service Customer Service 0

Storyminers

JUNE 3, 2022

Kampyle, now part of Medallia, published this interview as a kick-off to their Emerging Trends in Customer Experience series in 2016. 2016 Answer. 2016 will be the year that technology will (finally) let us put humans first again. Which CX metrics do you think are the most important? We’ve updated it for 2017.

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Trends Customer Experience Wireless Entertainment 147

ShepHyken

JUNE 27, 2016

ON DEMAND: Microsoft’s 2016 Global State of Customer Service Report Reveal by Bill Peterson. New Temkin Group Research Shows Connection Between Net Promoter Score Metric And Loyalty by Temkin Group. PRNewswire) Net Promoter® Score (NPS®) has become a popular customer experience metric. Follow on Twitter: @Hyken.

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Net Promoter Score Customer Service NPS Report 74

Experience Matters

NOVEMBER 15, 2017

One of the team’s strategic objectives this year was to make sure that CX is considered in decisions made across the company, and to that end it developed empathy programs, widely shared customer insights both horizontally and vertically, and established Enterprise and business unit metrics that incentivize an outside-in Read More.

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Groups Customer Centricity Culture Metrics 202

Tricia Morris

APRIL 1, 2016

This infographic presents a snapshot view of the current state of knowledge, with new information from Microsoft’s 2016 Knowledge Management in Customer Service Report. Get the 2016 Knowledge. The post INFOGRAPHIC: 2016 State of Knowledge for Customer Service appeared first on Parature. Management in Customer Service Report.

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Infographics Self Service Customer Service Report 40

Beyond Philosophy

JANUARY 27, 2016

More often these days we get calls at our headquarters with Customer Experience champions wondering what happened to the huge gains in their Customer Experience metrics they used to get. Because of the fact we improved Customer Experience, our Customer Experience metrics have now levelled off. See the difference there?

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Net Promoter Score Metrics Consulting Training 60

Lumoa

NOVEMBER 15, 2017

On 14 November 2016, exactly one year ago, Lumoame Oy was registered in Helsinki. Johanna stated: "typical areas of development are feedback collection system in need of updating, issues with analysis and sharing data and/or immature measurement, meaning unidentified metrics or goals”.

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Competitive Advantage Conference Feedback Analysis 303

Tricia Morris

FEBRUARY 12, 2016

A new 2016 Knowledge Management for Customer Service survey conducted with analyst and knowledge management authority Esteban Kolsky shows organizations are struggling with justifying greater investments in knowledge because they’re not measuring its impact. What customer service knowledge metrics do you measure within your organization?

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Metrics Measurement Self Service Customer Service 40

Talkdesk

MAY 18, 2016

Opentalk 2016 was a whirlwind. Many of the Opentalk speakers touched on ways to pin down and track customer satisfaction metrics. We’ll be posting more about Opentalk 2016, with rundowns of all the panels and insights into all the happenings. Visit our Opentalk 2016 Full Coverage post for links to all things Opentalk.

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Self Service Omni-Channel Customer Centricity NPS 40

CSM Magazine

DECEMBER 14, 2015

As a part of these publications, Temkin is calling 2016 “The Year of Emotion.” ” Here are the 10 customer experience trends to watch in 2016: 1. Effort Metric Expanding. Companies will increasingly use “customer effort” as a key customer experience metric. Metrics to Action Realigning.

Trends 40

Trends Customer Journeys Customer Experience Contact Center 40

AWS Machine Learning

MARCH 28, 2024

News CommonCrawl is a dataset released by CommonCrawl in 2016. News CommonCrawl SEC Filing Coverage 2016-2022 1993-2022 Size 25.8 The former is done by first ranking the financial corpus by corresponding metrics and then selecting the top-k samples, where k is predetermined according to the training budget. billion words 5.1

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Financial Training Metrics Analysis 98

Calabrio

APRIL 26, 2016

According to research recently conducted by my company, Saddletree Research, in conjunction with the National Association of Call Centers (NACC) at The University of Southern Mississippi, spring 2016 will be a time of renewal and refreshment in the contact center as well. The top five issues are illustrated in the graph below.

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Contact Center Contact Center Software First Call Resolution Call Center 140

OpinionLab

NOVEMBER 1, 2016

Some tips were shared on how to connect CX initiatives to measurable business value: Manage by metrics. The post 3 key takeaways from Forrester CXSF 2016 for CX professionals appeared first on OpinionLab. Recognize benefits potential. Gain clarity on cost. Align line organization support for success.

Innovation 60

Innovation Return on Investment Airlines Study 60

OpinionLab

NOVEMBER 1, 2016

Some tips were shared on how to connect CX initiatives to measurable business value: Manage by metrics. The post 3 key takeaways from Forrester CXSF 2016 for CX professionals appeared first on OpinionLab. Recognize benefits potential. Gain clarity on cost. Align line organization support for success.

Innovation 60

Innovation Return on Investment Airlines Study 60

ShepHyken

DECEMBER 12, 2016

They help businesses take essential decisions and optimize their strategy and workflows, but how do you know if an artificial intelligence platform can h elp you build a more engaging, personal connection with customers – and improve your metrics? Sure, they are common sense – but, unfortunately they are not always so common.

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Omni-Channel Social Media Customer Service Contact Center 48

COPC

MAY 19, 2023

However, this ongoing argument about the “right” metric is misguided. Let’s delve into each of these most commonly used metrics. Many clients use multiple metrics to measure customer satisfaction. Comparing these metrics, I consistently observe a strong correlation among all three.

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NPS Net Promoter Score Effort Score Metrics 69

Optimove

JULY 11, 2019

In the first blog post in our “CRM Contribution Metric” series, we discussed the need to understand and measure the value your CRM brings your organization and shared research that makes sense of these numbers and the variables they are based on. Why did we go with first-year performance?

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CRM Metrics Multi-Channel Groups 40

Talkdesk

AUGUST 25, 2016

When customer satisfaction dips, many in the industry pile on increasing layers of call center metrics to locate the problem. So the question becomes: Can traditional call center metrics zero in on how to meet customer expectations? How do these unquantifiable experiences fit together with traditional metrics?

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Customer Satisfaction Metrics Call Center Abandon Rate 40

Experience Matters

DECEMBER 27, 2016

Here’s some interesting data snippets from the recent report, State of VoC Programs, 2016. Voice of the Customer (VoC) programs are a central part of most customer experience efforts. For additional info, check out our VoC resource page.

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Infographics Resources Report Customers 286

Experience Matters

DECEMBER 27, 2016

Here’s some interesting data snippets from the recent report, State of VoC Programs, 2016. Voice of the Customer (VoC) programs are a central part of most customer experience efforts.

Infographics 286

Infographics Report Customers Customer Experience 286

ShepHyken

NOVEMBER 21, 2016

The Future of Social Media (And How to Prepare For It): The State of Social Media 2016 Report by Ash Read. While the focus is on sales, it emphasizes that the customer experience, overall, is becoming the key performance metric that cannot be ignored. 7 Tips For Fostering Loyalty In Your Customers by Sophie Andrews.

Social Media 48

Social Media Net Promoter Score Customer Service Handbook 48

ShepHyken

JANUARY 14, 2024

Consumer Trust Languishes at 2016 Levels by MarTech Cube (MarTech Cube) Consumers’ trust in the organizations they do business with has not recovered from its pandemic decline. My Comment: Have you ever wondered which metric you should use to measure your customer’s satisfaction or happiness? Here are my top five picks from last week.

Customer Service 58

Customer Service Retail Consumers Metrics 58

CX University

NOVEMBER 21, 2023

CX University CX University launched their first online courses in 2016, the CX Foundations Series, offering six online courses covering the core concepts of the Customer Experience discipline. CXU sets high expectations for its online course content to fully support online learning and mastery of Customer Experience.

Course 52

Course Roadmap Conference ROI 52

Alida

MARCH 23, 2017

As a result, telecom leaders take customer experience metrics like Net Promoter Score (NPS) very seriously. Looking beyond traditional customer experience (CX) metrics. By relying on traditional customer experience metrics like NPS, telecom leaders are not getting the whole picture, or actionable solutions.

NPS 133

NPS Net Promoter Score Loyalty Company 133

ShepHyken

JANUARY 14, 2024

Consumer Trust Languishes at 2016 Levels by MarTech Cube (MarTech Cube) Consumers’ trust in the organizations they do business with has not recovered from its pandemic decline. My Comment: Have you ever wondered which metric you should use to measure your customer’s satisfaction or happiness? Here are my top five picks from last week.

Customer Service 56

Customer Service Retail Consumers Metrics 56

CX University

NOVEMBER 7, 2023

CX University CX University first launched their CX Foundations Series in 2016, offering six online courses covering the core concepts of the Customer Experience discipline.

Course 52

Course Roadmap Customer Experience Professionals ROI 52