Report: The State of CX Metrics, 2016
Experience Matters
DECEMBER 20, 2016
We published a Temkin Group report, The State of CX Metrics, 2016. This is the sixth year of this study that examines the CX metrics efforts within large companies.
Report: ROI of Customer Experience, 2016
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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Uncovering the “why” delivers higher research ROI for CX leaders
Alida
MARCH 21, 2018
Note: This article is part of our ROI Matters series , which explores the value of research ROI to C-suite executives and leaders in product innovation , customer experience, marketing and customer insight. . CSAT and NPS are both important metrics, but they don’t reveal the attitude, emotion and intent of customers.
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Report: 2016 Temkin Experience Ratings of Tech Vendors
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: Economics of Net Promoter Score, 2016
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?
The Elusive ROI of Customer Experience
CX Journey
JUNE 23, 2016
It appeared on their blog on January 25, 2016. Have you been able to prove the ROI of focusing on the customer experience to your executives? What's the ROI? If you're faced with this challenge, you're probably wondering how you'll ever be able to answer the seemingly elusive ROI question. What's in it for us? McKinsey 3.
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Top 10 #CX Challenges for 2016
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.
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Report: Net Promoter Score Benchmark Study, 2016
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.
Report: Tech Vendor NPS Benchmark, 2016 (B2B)
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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120 Report: 2016 Temkin Experience Ratings of Tech Vendors
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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120 The Ultimate Customer Experience Infographic, 2016
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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The Top Trends in Customer Service for 2016
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?
CX University Revamps its Course Content
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.
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CX University Launches Specialized CCXP Exam Prep Course
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.
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5 Top Customer Service Articles For the Week of December 12, 2016
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? Social media ROI, loyalty and the customer experience by Chris Teso.
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To boost customer loyalty, telecom companies need to go beyond NPS
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.
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5 Radical Changes to VoC of the Future for ROI Maturity
ClearAction
MAY 18, 2017
5 Radical Changes to VoC of the Future for ROI Maturity optimizecx. Tweaks to VoC business-as-usual (the list in the opening paragraph above) are not likely to be enough to transform your VoC into a CX Transformer (truly transforming CX, ROI, and business growth). 4) Drive ROI through value-chain thinking.
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What #CX Professionals Wanted to Know in 2018
CX Journey
JANUARY 2, 2019
How do we show ROI? In this post, I outlined potential success metrics to get your wheels turning. Keep in mind, though, that you don't need a ton of metrics; decide on a one or a few, and stick with them. How do we show ROI? This is a 2016 post, but it's still getting quite a bit of mileage. How do we measure it?
State of Voice of the Customer (Infographic)
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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286 State of Voice of the Customer (Infographic)
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.
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Be Wary of “The Year of the Customer”
Experience Investigators by 360Connext
JANUARY 7, 2020
” That same search will tell you that 2018 was too… and 2017, and 2016… Maybe 2020 is the year the prognosticators get it right? A lot of CX teams report on individual metrics as a cause for celebration. As you roll out the new ideas, track those metrics and see if there’s an improvement.
10 massive business trends that will shape 2017 and beyond
Alida
DECEMBER 22, 2016
presidential election, we’re entering the new year with a global geopolitical landscape that’s more uncertain and potentially more disruptive to businesses than 2016. How smart brands measure customer intelligence ROI. Virtually all industries saw some form of consolidation in 2016. RELATED RESOURCES. RELATED RESOURCES.
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Customer defection: Prevent it in three quick steps
Customer Bliss
OCTOBER 13, 2016
Within my five competencies of customer experience , I try to provide “action items” — I call them recipe cards — so that leaders can start proving immediate ROI. ” Look, it’s 2016. Here’s one example of how to use these recipe cards. 1 piece of advice was “align the leadership team.”
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Why Only 15% of Voice of Customer Programs are “Very Successful”
ClearAction
FEBRUARY 27, 2017
Only 15% of voice of customer (VoC) programs are considered “very successful”* by their managers, according to the Temkin Group’s State of Voice of Customer Programs 2016 report. Instead, focus on action plan progress metrics. What’s broken? You get what you ask for.
How Well Do You Know the Six Customer Experience Performance Domains?
CX Journey
MAY 3, 2016
This is a modified version of that post, which appeared on their blog on March 30, 2016. Metrics, Measurement, and ROI You can't manage what you don't measure. You can't track success without identifying metrics that define and measure it. Image courtesy of ccxp.org I originally wrote today's post for HappyOrNot.
How to build a business case for a CX technology project
Eptica
AUGUST 2, 2017
First, the good news – CX does deliver ROI. Huang presented data from a recent Gartner study that suggests 58% of CX projects in 2016 saw a measurable ROI. On top of this while 27% of projects hadn’t delivered ROI in that year, they were expected to in the future. Addressing the last point.
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Customer Experience – Fact or Fiction?
ijgolding
JANUARY 15, 2016
Metrics, Measurement and ROI. In 2016, there are still TOO MANY organisations who are yet to fully COMMIT to Customer Experience – they have a lack of leadership; governance; emotion; and knowledge on how to become more customer centric. Customer Experience Strategy. Voice of Customer, Customer Insight and Understanding.
Challenges Of B2B Outsourced Inside Sales
Magellan Solutions
JUNE 24, 2021
In a 2016-2017 talent shortage survey, employers found sales positions to be among the most difficult roles to fill, beating out even engineers, management, and executive roles. We do this by giving insights into all of the metrics that help your inside sales team succeed. It’s important to anticipate the ROI you’ll get from us.
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Testing approaches for Amazon SageMaker ML models
AWS Machine Learning
OCTOBER 14, 2022
The following are the main areas of consideration while deploying new model versions: Model accuracy performance – It’s important to keep track of model evaluation metrics like accuracy, precision, and recall, and ensure that the objective metrics remain relatively the same or improve with a new version of the model.
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82 Report: Tech Vendors: Product and Relationship Satisfaction, 2017
Experience Matters
JANUARY 17, 2017
During Q3 of 2016, we surveyed 800 IT decision-makers from companies with at least $250 million in annual revenues, asking them to rate both the products of and their relationships with 62 different tech vendors. We just published a Temkin Group data snapshot, Tech Vendors: Product and Relationship Satisfaction of IT Clients, 2017.
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120 Report: Tech Vendors: Product and Relationship Satisfaction, 2017
Experience Matters
JANUARY 17, 2017
During Q3 of 2016, we surveyed 800 IT decision-makers from companies with at least $250 million in annual revenues, asking them to rate both the products of and their relationships with 62 different tech vendors. We just published a Temkin Group data snapshot, Tech Vendors: Product and Relationship Satisfaction of IT Clients, 2017.
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120 Report: Lessons in CX Excellence, 2017
Experience Matters
JANUARY 9, 2017
The report provides insights from eight finalists in the Temkin Group’s 2016 CX Excellence Awards. We just published a Temkin Group report, Lessons in CX Excellence, 2017. The report, which has 62 pages of content, includes an appendix with the finalists’ nomination forms.
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Report: Lessons in CX Excellence, 2017
Experience Matters
JANUARY 9, 2017
The report provides insights from eight finalists in the Temkin Group’s 2016 CX Excellence Awards. We just published a Temkin Group report, Lessons in CX Excellence, 2017. The report, which has 62 pages of content, includes an appendix with the finalists’ nomination forms.
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You Must Invest In Customer Experience
Kerry Bodine
JULY 31, 2017
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 results of this Long/Short Portfolio are show in the image above, and they’re even more staggering than in years past. That same investment would be worth just $158 on the S&P.
The importance of customer experience in a winner takes all world
Eptica
MAY 30, 2018
Research from both sides of the Atlantic provides clear evidence of the link between superior CX and company success: - A $100 investment in 2000 into a portfolio of the top brands in the American Customer Satisfaction Index provided a return of over $760 by the end of 2016. Share this page on: Tweet.
Why Only 15% of Voice of Customer Programs are “Very Successful”
ClearAction
FEBRUARY 27, 2017
Only 15% of voice of customer (VoC) programs are considered “very successful”* by their managers, according to the Temkin Group’s State of Voice of Customer Programs 2016 report. Instead, focus on action plan progress metrics. What’s broken? You get what you ask for.
CXU Announces New Consulting Services for CX Financial Measurement
CX University
OCTOBER 30, 2017
A serious gap in the CX discipline is to draw hard-data connections that prove the ROI for CX initiatives,” shares Scott McCallister, “While metrics for CX do exist, such as the Net Promoter Score (or NPS), it’s not enough to convince company CFOs and other stakeholders that CX strategies are worthwhile investments.
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40 How Williams-Sonoma Leverages Stella Connect to Optimize Coaching and QA and Drive Cost Savings Across its Contact Center
Stella Connect
MARCH 8, 2018
WSI was one of the early customers of Stella Metrics, and continues to use the product to measure and improve performance across its customer service and fulfillment operations. Building on the strength of the existing partnership, WSI became one of the first Stella Connect customers after the product launched in 2016.
How Williams-Sonoma Leverages Stella Connect to Optimize Coaching and QA and Drive Cost Savings Across its Contact Center
Stella Connect
MARCH 8, 2018
WSI was one of the early customers of Stella Metrics, and continues to use the product to measure and improve performance across its customer service and fulfillment operations. Building on the strength of the existing partnership, WSI became one of the first Stella Connect customers after the product launched in 2016.
Turning service into sales with chat
Eptica
OCTOBER 28, 2016
Date: Friday, October 28, 2016 Turning service into sales with chat. Published on: October 28, 2016. However, it can be difficult to measure the exact impact of individual customer service interactions on these metrics, leading to the contact center being seen as a cost, rather than a department that boosts the bottom line.
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48 Five Minutes with the ACE Awards Team
Confirmit
MARCH 6, 2017
There are a few metrics-based questions in the submission form, and metrics are great, but we know they don’t always tell the whole story. Do include any numbers that show the actions you’ve taken have had an impact – e.g. ROI, cost savings, revenue increases. You can see a sample submission form here.
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The Customer Lifecycle Attribution Model — One Customer, Many Channels
ENGAGE.cx
OCTOBER 28, 2015
The leading system for figuring out what marketing tactics are influencing and driving purchases is multi-touch attribution (MTA), which is shaping up to be one of the most important digital marketing tactics of 2016. Once these attributes have been defined, a customer lifecycle attribution model can be created that drives these metrics.
Neglecting Your Contact Centre
Clarabridge
SEPTEMBER 21, 2017
NONE of these metrics instils a ‘customer experience’ mind-set. Some operations have evolved beyond mere efficiency and, having understood the potential impact on things like customer satisfaction and renewal, have chosen to focus on effectiveness with metrics like sales and First Contact Resolution (FCR). Reserve your place here.
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