Experience Matters

JUNE 5, 2017

We just published a Temkin Group report, Employee Engagement Competency & Maturity, 2017. 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 to their organization.

Employee Engagement 133

Employee Engagement Report Engagement Groups 133

Experience Matters

OCTOBER 17, 2017

We just published a Temkin Group report, State of Voice of the Customer Programs, 2017. This report also includes data from these companies’ responses to help you benchmark your own company’s VoC efforts. We Read More.

Report 150

Report Groups Survey Customers 150

Experience Matters

OCTOBER 2, 2017

We published a Temkin Group report, Net Promoter Score Benchmark Study, 2017. This is the fifth year of this study that includes Net Promoter® Scores (NPS®) on 299 companies across 20 industries based on a study of 10,000 U.S.

Net Promoter Score 133

Net Promoter Score Study Report NPS 133

Experience Matters

JANUARY 9, 2017

We just published a Temkin Group report, Lessons in CX Excellence, 2017. The report provides insights from eight finalists in the Temkin Group’s 2016 CX Excellence Awards. The report, which has 62 pages of content, includes an appendix with the finalists’ nomination forms.

Report 120

Report B2C B2B Groups 120

Experience Matters

JANUARY 9, 2017

We just published a Temkin Group report, Lessons in CX Excellence, 2017. The report provides insights from eight finalists in the Temkin Group’s 2016 CX Excellence Awards. The report, which has 62 pages of content, includes an appendix with the finalists’ nomination forms.

Report 120

Report B2C B2B Groups 120

Experience Matters

JUNE 5, 2017

We just published a Temkin Group report, Employee Engagement Competency & Maturity, 2017. 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 to their organization.

Employee Engagement 120

Employee Engagement Report Engagement Groups 120

Experience Matters

MARCH 29, 2017

We just published a Temkin Group report, Employee Engagement Benchmark Study, 2017. This is the sixth year that we’ve published the benchmark of U.S. The research is based on an online survey on Q3 2016. Take a look at our Employee Engagement Resource Page). For the sixth year in a row, Temkin Group used the […].

Employee Engagement 120

Employee Engagement Study Report Engagement 120

Experience Matters

FEBRUARY 21, 2017

We just published a Temkin Group report, State of the CX Profession, 2017. 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 133

Report Customer Experience Professionals Groups Study 133

Experience Matters

MAY 8, 2017

We just published a Temkin Group report, What Happens After a Good or Bad Experience, 2017.

Report 214

Report Groups Analysis Consumers 214

QuestionPro Audience

JANUARY 8, 2018

Every now and then we come across reports that completely blow us away. And those reports are usually created by the Pudding, a visual essay website with impressively detailed insights. It’s a compelling report we couldn’t get enough of. 8 – 2017: The Year in Pharmacy. 4 – The Evolution of the Retail Shopper.

Infographics 230

Infographics Retail Video Report 230

Experience Matters

JANUARY 17, 2017

We just published a Temkin Group data snapshot, Tech Vendors: Product and Relationship Satisfaction of IT Clients, 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.

Report 120

Report Groups Survey Data 120

Experience Matters

JANUARY 17, 2017

We just published a Temkin Group data snapshot, Tech Vendors: Product and Relationship Satisfaction of IT Clients, 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.

Report 120

Report Groups Survey Data 120

Storyminers

MAY 31, 2017

The 2017 KPMG Nunwood Customer Experience Excellence Analysis benchmarks CX efforts on both sides of the Atlantic. A multi-industry scorecard of sorts, this report shares which sectors and brands are doing the best and dives into practical details about how they do it. Employee experience is essential to execution, hence success.

Resources 194

Resources Hotels Guidelines Customer Experience Design 194

Experience Matters

JANUARY 8, 2018

We just published a Temkin Group report, Lessons in CX Excellence, 2018. The report provides insights from six winners in the Temkin Group’s 2017 CX Excellence Awards. The report, which has more than 70 pages of content, includes an appendix with the finalists’ nomination forms.

Report 145

Report B2C B2B Groups 145

CloudCherry

FEBRUARY 26, 2019

Key Takeaways from Forrester Report on the State of Customer Analytics. The findings of the 2018 Forrester Report on the State of Customer Analytics are based on an online survey in which 144 North American analytics and measurement pros , from a broad set of industries, took part. Data Challenges that persist.

Analytics 256

Analytics Report Analysis Study 256

Experience Matters

JANUARY 23, 2018

Here’s the executive summary: In Q3 2017, we surveyed 10,000 U.S. The post Report: Channel Preferences Benchmark, 2018 appeared first on Customer Experience Matters®. We just published a Temkin Group data snapshot, Channel Preferences Benchmark, 2018. Here are previous benchmarks from 2016, 2015, and Read More.

Report 154

Report Insurance Policies Groups 154

Calabrio

FEBRUARY 16, 2017

With 2016 behind us, we’re wondering what we can glean from the flurry of predictions, prophecies and prognostications for 2017. In 2017, we’ll see leading marketing organizations expand to incorporate contact center touchpoints with voice-of-the-customer analytics technology. Ready for 2017 and beyond? Start here.

Trends 153

Trends Customer Engagement Engagement Contact Center 153

Clarivate

JUNE 21, 2022

Each year, the Journal Citation Reports (JCR) release provides a summary of the network of scholarly citations from the prior year of Web of Science coverage. What might this mean for the 2022 Journal Citation Reports? Journal Citation Reports can help you understand key citation impact trends to inform your publishing strategy.

Report 138

Report Metrics Comparison Study 138

Clarivate

AUGUST 2, 2023

Our annual Innovators to watch report 2023 identifies organizations that demonstrate exceptional potential — the next wave of future pioneers at the forefront of innovation. the organization’s average rise in ranking since 2017 is greater than its current gap to position 100. i.e., rank inside the Top 250 in 2023.

Innovation 52

Innovation Report Automotive Trends 52

NICE inContact

DECEMBER 19, 2017

I have put together a list of the “must reads” for 2017 leading into the new year that could help with your 2018 planning. And in case you’ve missed it, here are some hot reports you can only get through NICE inContact for a little while longer, so better download your copy now! Happy reading! The ROI of SaaS – Forrester Research.

Report 121

Report Contact Center Omni-Channel Call Center 121

NICE inContact

JUNE 28, 2017

Forrester Research, one of the most influential research and advisory firms in the world, reports regularly on digital customer experience trends. So what trends will have an impact in 2017? In both trends, the report illustrates how companies maintain the human element as the umbrella to the innovation.

Report 120

Report Self Service Customer Experience Trends 120

Clarivate

NOVEMBER 28, 2023

To highlight fast-moving and emerging specialty areas of science, Clarivate has once again partnered with the Chinese Academy of Sciences (CAS) in a yearly report on the hottest fields in science, including data on the countries and institutions producing the work.

Report 59

Report Analysis Comparison Course 59

NICE inContact

MAY 12, 2017

2017 was arguably the biggest and best year ever at Enterprise Connect 2017 for those who care about contact centers. In 2017, it became increasingly clear that tracking a customer’s journey needs to be part of a broader corporate imperative to coordinate marketing, selling, service and customer care. And I ought to know.

Contact Center 120

Contact Center Connections Conference Case Study 120

Experience Matters

SEPTEMBER 11, 2017

Temkin Group has labelled 2017 The Year of Purpose for customer experience. Anyone who attends the Temkin Group webinar will receive a code for downloading a free copy of the report, Lessons in CX Excellence, 2017. Last year, Temkin Group had a great time celebrating CX Day. Free research. Read More.

Groups 121

Groups Report Customer Experience Customer Experience Professionals 121

Experience Matters

JULY 10, 2017

We just published a Temkin Group report, Economics of Net Promoter Score, 2017. 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 this metric actually relate to loyalty? consumers […].

Net Promoter Score 55

Net Promoter Score Report Effort Score NPS 55

NICE inContact

MARCH 13, 2019

I’m often asked the question, “I already have reporting. Similarly, while reporting and dashboards provide a plethora of information, and you can eventually get the insights and data you need, it might take manual exporting, data manipulation and analysis to get there. My weekly battle with this report typically took me 1.5

Report 136

Report Management Average Handle Time Gamification 136

Vonage

FEBRUARY 23, 2017

According to The 2015 Global State of Multichannel Customer Service Report , expectations around customer service are increasing. Marketing Land reported that all digital growth now comes from mobile usage. The post Everything you need to know about the consumer of 2017 appeared first on Blog | NewVoiceMedia.

Omni-Channel 218

Omni-Channel Consumers Self Service Social Media 218

Experience Matters

FEBRUARY 12, 2018

During Q3 of 2017, 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 58 different tech vendors. The post Report: Tech Vendors: Product and Relationship Satisfaction, 2018 appeared first on Customer Experience Matters®.

Report 120

Report Groups Survey Data 120

Comm100

JANUARY 29, 2024

Each year, Comm100 produces its annual live chat performance benchmark report that reveals exclusive and essential data points – and this year is no different. Wait time drops sharply The report shows a positive trend in reducing both wait and response times. Download all the data for free in the link above.

Wait Times 130

Wait Times Report Trends Analysis 130

Calabrio

FEBRUARY 16, 2017

With 2016 behind us, we’re wondering what we can glean from the flurry of predictions, prophecies and prognostications for 2017. In 2017, we’ll see leading marketing organizations expand to incorporate contact center touchpoints with voice-of-the-customer analytics technology. Ready for 2017 and beyond? Start here.

Trends 100

Trends Customer Engagement Engagement Contact Center 100

Calabrio

FEBRUARY 16, 2017

With 2016 behind us, we’re wondering what we can glean from the flurry of predictions, prophecies and prognostications for 2017. In 2017, we’ll see leading marketing organizations expand to incorporate contact center touchpoints with voice-of-the-customer analytics technology. Ready for 2017 and beyond? Start here.

Trends 100

Trends Customer Engagement Engagement Contact Center 100

InMoment XI

MAY 4, 2022

Employee Benefit Trends Study , which reported that employee loyalty was at a 3-year low. However, the study’s 2017 findings, titled “ Work Redefined: A New Age ” focused on what companies can do to inspire loyalty: “With so much change, employees are looking for more stability, protection, and a safeguard against disruption.

Loyalty 580

Loyalty Call Center Leadership Call Center Solutions 580

Magellan Solutions

JULY 27, 2017

These are the trends of the call center industry this year of 2017: The growth of the cloud call centers. The post Call Center Industry Trends Mid Year 2017 Report appeared first on Magellan Solutions. Looking for an established call center from the Philippines? Contact us now!

Call Center 56

Call Center Trends Industry Report 56

CSM Magazine

MAY 18, 2017

Over 88% of organisations expect digital customer interactions to overtake voice by 2020 or sooner and 92% say customer experience can be linked to revenue, but just 29% are confident they can deliver a seamless customer experience across multiple channels, according to a new report, State of Customer Experience 2017 from West.

Report 40

Report Self Service Customer Experience Contact Center 40

Kerry Bodine

FEBRUARY 6, 2017

In 2017, brands shouldn’t be fumbling around to pull off a successful Super Bowl ad. But in 2017, big brands’ servers should be robust enough respond to each customer’s web request in milliseconds. Recode reports that Facebook activity throughout the game was down 25% from last year—and Twitter saw a 33% drop in posts.

Social Media 120

Social Media Advertising Customer Experience Professionals Brands 120

Clarivate

FEBRUARY 15, 2023

Our Top 100 Global Innovators report and list for 2023 is out. View this year’s most innovative organizations and explore the modern innovation landscape in our latest report. View this year’s most innovative organizations and explore the modern innovation landscape in our latest report.

Innovation 52

Innovation Report Analysis Automotive 52

BlueOcean

MARCH 20, 2017

The virtual classroom of 2017 is a thing of beauty. A study reported in the Harvard Business Review claimed that stay at home call center agents answered 13.5% The post What’s the State of Work-at-Home in Customer Care in 2017? The Virtual Classroom. Is It Enough? This is a great topic of discussion. Let’s chat.

Customer Care 189

Customer Care Contact Center Call Center Average Handle Time 189