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.

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

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

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. The ‘best’ judging panel at the 2018 UK Customer Experience Awards!!

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.

ROI 206

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.

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.

15 Best Marketing Campaigns of 2018, Ranked by Data

Brandwatch CX

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

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.

Report 205

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.

A Look Back at Dreamforce 2018

GetFeedback

Dreamforce 2018 was a blast from start to finish. The post A Look Back at Dreamforce 2018 appeared first on GetFeedback Blog. Last week, we joined nearly 200,000 Trailblazers for 4 days of learning and exploration.

Survey 195

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.

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.

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.

Trends 274

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? The post 2018: New Ways Cloud Will Enhance Customer Care appeared first on inContact Blog.

Top Takeaways from CXPA Insight Exchange 2018

IntouchInsight

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

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.

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

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.

B2B 218

2018 Temkin Trust Ratings (U.S.): USAA and Wegmans On Top

Experience Matters

Temkin Group announces the release of the 2018 Temkin Trust Ratings (TTR). The post 2018 Temkin Trust Ratings (U.S.): 2018 Temkin Ratings Customer experience Industry DataBased on a study of 10,000 U.S consumers, the ratings benchmarks the level of trust that consumers have with 318 companies across 20 industries.

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.

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.

Travel 317

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.

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.

B2B 200

AskNicely Net Promoter Score Software New Feature Roundup – Q4 2018

AskNicely

The post AskNicely Net Promoter Score Software New Feature Roundup – Q4 2018 appeared first on Net Promoter Score from AskNicely

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.

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.

Report 143

NPS Benchmarks for 2018: How Do You Compare?

AskNicely

The post NPS Benchmarks for 2018: How Do You Compare? “What is a Good NPS Score?” ” NPS Benchmarks. Is it just about “what is a good NPS score?” ” Not exactly.

NPS 195

Top Marketing Quotes of 2018

Smarter CX

2018 was a year of significant innovation within the marketing world. As part of our year in review , here’s a closer look at some of the most inspiring and thought-provoking marketing quotes from 2018. ” – Deloitte Digital CMO Suzanne Kounkel at the Forbes CMO Summit 2018.

2018 Service Design Award — Call for Entries!

Kerry Bodine

As head of the jury for the Service Design Awards, I’m proud to stand behind the outstanding and inspirational 2017 winners, and I look forward to welcoming our 2018 submissions.

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.

Trends that Disrupted Customer Service in 2018

Omnicus

Keeping up with trends that revolutionized the customer service industry. Customer Service Customer Experience

Trends 235

2018 Oscars: Will Women Tune In?

QuestionPro Audience

The 2018 awards season comes to an end this Sunday at the 90th Academy Awards. At the shows leading up to the Oscars, womens movements like #MeToo and #TimesUp have been hot topics, highlighting the importance of female representation and gender equality.

Field Service Amsterdam 2018

Astea

The post Field Service Amsterdam 2018 appeared first on Astea. This week, our EMEA team is in Amsterdam for Field Service Europe.

“OK, Google…” How Smart Speakers Will Evolve in 2018

QuestionPro Audience

While not exactly new to the market (both Amazon Echo and Google Home launched over a year ago) consumers are coming out in droves in 2018 to purchase these smart speakers. plan to purchase a smart speaker in 2018. Move over, smartphone. Smart speakers are the new “it” device.

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.

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®.

Fall Food + Drink Trends of 2018

QuestionPro Audience

Consumers are looking for warm comfort food and substantial drinks, and we are talking the top trends for fall 2018. September is upon us. With it comes sweater weather, pumpkin spice lattes, and hearty crock pot meals.

Trends 211

CXFusion 2018 COMING to the ARIA in Las Vegas

MaritzCX

Checkout some of our CXFusion 2018 Keynote Speakers This year’s CXFusion is taking place April 10-12, at the Aria hotel, and will feature power-packed keynote speakers, dynamic workshops and sessions, and networking galore at one of the most dynamic locations in the world.

Hotels 260

CXFusion 2018 COMING to the ARIA in Las Vegas

MaritzCX

Checkout some of our CXFusion 2018 Keynote Speakers This year’s CXFusion is taking place April 10-12, at the Aria hotel, and will feature power-packed keynote speakers, dynamic workshops and sessions, and networking galore at one of the most dynamic locations in the world.

Hotels 260

Top Priorities in Customer-Centric Contact Centers

Speaker: Tony Medrano, CEO of RapportBoost.ai

Customer preferences are constantly evolving, creating the need for contact centers to change in order to meet their needs. What communication channels do customers prefer? Leading contact center and technology experts will discuss trends in phone, chat, email, SMS and self-serve options in order to help our audience better connect with, retain and acquire customers. Join Tony Medrano, CEO of RapportBoost.ai, Nate Brown, Co-Founder of CX Accelerator, and Kaye Chapman, Learning and Development Manager at Comm100, as they present real case studies of how companies are adapting to industry trends to meet the needs of customers and agents.