2018 Temkin Experience Ratings: 20 Industry Snapshots

Experience Matters

We released the 2018 Temkin Experience Ratings that ranks the customer experience of 318 companies across 20 industries based on a survey of 10,000 U.S. The post 2018 Temkin Experience Ratings: 20 Industry Snapshots appeared first on Customer Experience Matters®. 2018 Temkin Ratings Customer experience Industry Dataconsumers. Here’s a link to FAQ’s about the Ratings. As a follow-up, we published blog posts that examine the results for each of the 20 industries.

Report: ROI of Customer Experience, 2018

Experience Matters

We just published a Temkin Group report, ROI of Customer Experience, 2018. The CX scores used in this model come from the 2018 Temkin Experience Ratings (TxR), which evaluated 318 companies across 20 industries. The post Report: ROI of Customer Experience, 2018 appeared first on Customer Experience Matters®. 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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Report: 2018 Temkin Experience Ratings (U.S.)

Experience Matters

2018 marks the eighth straight year that we’ve published the Temkin Experience Ratings, a cross-industry, open standard benchmark of customer experience. The post Report: 2018 Temkin Experience Ratings (U.S.) To generate these Ratings, we asked 10,000 U.S. consumers to rate their recent interactions with 318 companies across 20 industries and then evaluated their experiences across three dimensions: success, effort, and emotion.

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2018 Temkin Emotion Ratings: Wegmans Earns Top Spot

Experience Matters

In January 2018, we surveyed 10,000 U.S. The post 2018 Temkin Emotion Ratings: Wegmans Earns Top Spot appeared first on Customer Experience Matters®. 2018 Temkin Ratings Customer experienceEmotion is one of the three components of a customer’s experience (along with success and effort), so it’s a fundamental element for companies to track. In this post, I examine the eight annual Temkin Emotion Ratings for U.S. companies.

How to Fearlessly Empower Your Contact Center Agents

Speaker: Jeff Toister, Employee Training Expert, Bestselling Author, Speaker

November 28th, 2018 11:00 AM PST, 2:00 PM EST, 6:00 PM GMTAn ICMI study revealed that 86 percent of contact centers don't fully empower their agents to deliver an outstanding customer experience. One of the main inhibitors is fear.

Report: Net Promoter Score Benchmark Study, 2018

Experience Matters

We published a Temkin Group report, Net Promoter Score Benchmark Study, 2018. The post Report: Net Promoter Score Benchmark Study, 2018 appeared first on Customer Experience Matters®. This is the seventh year of this study that includes Net Promoter® Scores (NPS®) on 342 companies across 20 industries. Here’s the executive summary: Many large companies use Net Promoter® Score (NPS®) to evaluate their customers’ loyalty.

2018 Temkin Effort Ratings: Wegmans Earns Top Spot

Experience Matters

In January 2018, we surveyed 10,000 U.S. The post 2018 Temkin Effort Ratings: Wegmans Earns Top Spot appeared first on Customer Experience Matters®. 2018 Temkin Ratings Customer experienceEffort is one of the three components of a customer’s experience (along with success and emotion), so it’s a fundamental element for companies to track. In this post, I examine the eight annual Temkin Effort Ratings for U.S. companies.

CXForum 2018 – Sydney

MaritzCX

It has been two weeks since our inaugural APAC CXForum – ‘Creating High Value CX Programs’. So many ideas were shared by our incredible speakers yet despite the diversity of topics, all addressed the same fundamental CX challenges – ‘How do I create a high-value CX program and how can we get people to care’? View Article.

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CX Obsession Fall 2018: Seattle

AskNicely

The post CX Obsession Fall 2018: Seattle appeared first on Net Promoter Score from AskNicely You asked for more CX Obsession , and we’re making it happen. After two successful runs in Portland (with a combined event NPS of 66.7!) you had one question for us: when and where is your next event? We crowdsourced some location ideas and Seattle came out on top! We are thrilled to bring our CX love to the Emerald City. View details and register here!

2018 Temkin Forgiveness Ratings: USAA and ACE Rent A Car On Top

Experience Matters

This product is the dataset, in excel, for the 2018 Temkin Forgiveness Ratings (TFR).It It includes the TFR for 318 companies and 20 industries, the changes in TFR between 2017 and 2018, and the difference in TFR across age groups for each industry. The post 2018 Temkin Forgiveness Ratings: USAA and ACE Rent A Car On Top appeared first on Customer Experience Matters®. 2018 Temkin Ratings Benchmarks Bruce Temkin Research Customer experience Industry Data Temkin Group Researc

Artificial Intelligence in Cloud-Based Solutions

Speaker: Rick Nucci, Co-Founder & CEO of Guru

November 6th, 2018 9:00 AM PST, 12:00 PM EST, 4:00 PM GMT With the advent of chatbots, artificial intelligence, interactive voice response, and machine learning, novel technologies continue to disrupt the contact center industry.

Sometimes you win, sometimes you learn – a review of the 2018 UK Customer Experience Awards

ijgolding

This year was extra special for me personally – even though I see my role as a judge as a huge honour, in 2018, I was asked to take my role a step further as Chairman of the awards. As 2018 proved, the evolution of CX has definitely not stalled – but it has reached a critical point. The ‘best’ judging panel at the 2018 UK Customer Experience Awards!!

Top Takeaways from CXPA Insight Exchange 2018

IntouchInsight

Our top takeaways from the CXPA Insight Exchange 2018, a conference all about customer experience

15 CX Experts Talk about the Future and Challenges of Customer Experience in 2018 [part 1] 

Lumoa

Customer experience has been already a hot topic in business during 2017 and is promising to be even of higher importance in 2018. “CX What are, in your opinion, the top challenges in customer experience that companies should be aware of in 2018?? In my opinion, three things that are essential for CX in 2018 include: Restoring trust – 2017 has seen more examples of organizations continuing to fail to meet basic customer expectations. 2018 will be the year of CX and AI.?

CXForum 2018 – Sydney

MaritzCX

It has been two weeks since our inaugural APAC CXForum and we hope that you found the day as thought provoking as we did. So many ideas were shared by our incredible speakers yet despite the diversity of topics, all addressed the same fundamental CX challenges – ‘How do I create a high-value CX program and. View Article.

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Creating Distinction to Improve Customer Interactions

Speaker: Scott McKain, Business Consultant, Bestselling Author, Speaker

October 31st, 2018 11:00 AM PST, 2:00 PM EST, 6:00 PM GMTThis webinar will explore how a professional or an organization can create distinction to stand out in their industry. In a business landscape with many iconic companies, many organizations struggle with how to become noteworthy.

Report: Channel Preferences Benchmark, 2018

Experience Matters

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

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2018 Beauty Trends

QuestionPro Audience

Here are the trends that are taking the beauty industry by storm in 2018. 2018 brings customization to beauty products with base products that consumers can then add selected “active concentrates” to, depending on their particular skin needs. . Today, however, brands are moving towards gender neutral products for 2018. The beauty industry is an ever-evolving one, with trends like lip kits— hello, Kylie!

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2018: New Ways Cloud Will Enhance Customer Care

NICE inContact

How will companies that have embraced the cloud for the contact center and sales applications across their businesses continue to benefit in 2018 and beyond? It will be in 2018, however, that we will see more and more companies begin to trial and deploy AI-based solutions, like chatbots, predictive routing and other types of machine learning and natural language understanding. The post 2018: New Ways Cloud Will Enhance Customer Care appeared first on inContact Blog.

Customer Service Trends 2018: Creating Effortless Customer-Centric Experiences

Kayako

Which brings me neatly toward 2018’s customer service trends: Customer Service Trends 2018: Creating Effortless Customer-Centric Experiences. Bots and AI can’t be ignored when it comes to customer service trends of 2018. That’s a wrap on customer service trends 2018. At Kayako, we do our best to understand not just our customers’ needs, but their customers’ needs, as well.

Turning Your Contact Center into a Profit Center by Leveraging Chat

Speaker: Tony Medrano, CEO of RapportBoost.ai

October 23th, 2018 11:00 AM PST, 2:00 PM EST, 6:00 PM GMT Technology has allowed for more instant communications, creating a new opportunity for businesses to connect with customers.

Report: Employee Engagement Competency & Maturity, 2018

Experience Matters

We just published a Temkin Group report, Employee Engagement Competency & Maturity, 2018. The post Report: Employee Engagement Competency & Maturity, 2018 appeared first on Customer Experience Matters®.

15 Best Marketing Campaigns of 2018, Ranked by Data

Brandwatch CX

Marketing 15 best marketing campaigns best marketing campaigns of 2018 marketing campaigns

Report: The State of CX Management, 2018

Experience Matters

We just published a Temkin Group report, The State of CX Management, 2018. The post Report: The State of CX Management, 2018 appeared first on Customer Experience Matters®. Temkin Group has evaluated the state of Customer Experience (CX) management at large companies for nine years in a row. This year, the benchmark is based on a survey of 171 companies with at least $500 million in annual revenues.

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15 CX Experts Talk about the Future and Challenges of Customer Experience in 2018 [part 2]

Lumoa

What are, in your opinion, the top challenges in customer experience that companies should be aware of in 2018? The top challenges that companies should be aware of in 2018, I see are: That senior leadership teams view CX as a passing fad or a short term campaign, and do not truly understand the enormous value a customer-centric approach to business brings – be it engaged employees, retained customers with increased share of wallet or new customers.

Moving Customer Service to Customer Experience and How It Benefits Your Business

Speaker: Kristina Evey, Customer Experience Strategist, The Customer Experience Podcast for Business Leaders

October 17th, 2018 11:00 AM PST, 2:00 PM EST, 6:00 PM GMTThis webinar will do a deep dive into the mindset, processes and methods of building a successful Customer Experience.

Winners: 2018 CX Vendor Excellence Awards

Experience Matters

Temkin Group announces the winners of its 2018 Customer Experience Vendor Excellence Awards: Clicktale, Medallia, Qualtrics, Rant & Rave, Waypoint Group Vendors were evaluated based on their nomination forms that included five sections: 1) company overview, 2) “make the case” for their nomination, 3) three detailed case studies, 4) future direction, and 5) three or more customer references. Congratulations!

Report: State of the CX Profession, 2018

Experience Matters

We just published a Temkin Group report, State of the CX Profession, 2018. The post Report: State of the CX Profession, 2018 appeared first on Customer Experience Matters®. 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.

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NPS Benchmarks for 2018: Results and Reactions Webinar

AskNicely

Join us for this exclusive webinar, where our panel will break down the results of the 2018 NPS Benchmark Study. 2018 NPS Benchmark Study: Results and Reactions Webinar. Tuesday, December 04, 2018. The post NPS Benchmarks for 2018: Results and Reactions Webinar appeared first on Net Promoter Score from AskNicely NPS Benchmarks are increasingly of interest. However, it’s not just about “what is a good NPS score?”

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How Mobile Apps are Changing Travel in 2018

QuestionPro Audience

Experts are predicting 2018 to be the year mobile technology officially takes over travel. 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. Airlines are looking to extend the customer experience in 2018. And it looks like in 2018, consumers will be getting what they want—mobile.

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From Single Channel to Omnichannel

Speaker: Tom Vander Well, President & CEO, Intelligentics

December 12th, 2018 11:00 AM PST, 2:00 PM EST, 6:00 PM GMTTechnology is allowing for a growing number of communication channels between businesses and their customers.

Report: What Happens After a Good or Bad Experience, 2018

Experience Matters

The post Report: What Happens After a Good or Bad Experience, 2018 appeared first on Customer Experience Matters®. To understand how the quality of a customer’s experience – whether it was good or bad – affects their behavior, we asked 10,000 U.S. consumers about their recent interactions with more than 300 companies across 20 industries. We then compared results with similar studies we’ve conducted over the previous seven years.

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Temkin Group’s (Exciting) Plans For CX Day 2018

Experience Matters

Temkin Group has labelled 2018 The Year of Humanity for customer experience. The post Temkin Group’s (Exciting) Plans For CX Day 2018 appeared first on Customer Experience Matters®. Last year, Temkin Group had a great time celebrating CX Day. This year, CX Day will be held on October 2nd and we’re planning another exciting celebration. As you’ll see below, we’re continuing that theme in our CX Day plans: Free Webinars.

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Report: Lessons in CX Excellence, 2018

Experience Matters

We just published a Temkin Group report, Lessons in CX Excellence, 2018. The post Report: Lessons in CX Excellence, 2018 appeared first on Customer Experience Matters®. 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. This report has rich insights about both B2B and B2C customer experience.

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Car-Shopping in 2018: Consumer Insight

QuestionPro Audience

Even worse news for manufacturers, it’s predicted 2018’s number will drop to 16.8 The 2018 Car Buyer Journey Study found that consumers are shopping around less than in previous years. In 2016, 70% of consumers felt confident with the price they paid, but in the 2018 study, only 62% are satisfied with their price point.

Fireside Chat: Lessons from "The Convenience Revolution"

Speaker: Shep Hyken, Bestselling Author & Customer Experience Expert

November 20th, 2018 11:00 AM PST, 2:00 PM EST, 6:00 PM GMTA revolution in customer convenience is currently underway, disrupting old business models and driving rapid innovations. Customers now have raised expectations, and this trend will be accelerating in the future.

A Look Back at Dreamforce 2018

GetFeedback

As the dust settles on Dreamforce 2018, we're still reliving our favorite moments from the world's biggest tech conference. Here's a recap of the week. Articles