Experience Matters

APRIL 23, 2018

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®. Here’s a link to FAQ’s about the Ratings.

Industry 159

Industry Transportation Airlines Hotels 159

Experience Matters

JULY 17, 2018

Emotion 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 January 2018, we surveyed 10,000 U.S. consumers about their experiences with companies. In this post, I examine the eight annual Temkin Emotion Ratings for U.S.

Metrics 149

Metrics Survey Feedback Consumers 149

QuestionPro Audience

JANUARY 12, 2018

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. Smart speakers are the new “it” device. with Amazon holding three-fourths of the market to Google’s twenty-five percent.

Consumers 265

Consumers Advertising Report Study 265

Experience Matters

JULY 23, 2018

We just published a Temkin Group report, Employee Engagement Competency & Maturity, 2018. The EECM Assessment places companies in one of five stages of maturity and evaluates their performance across five employee engagement competencies: Inspire, Inform, Instruct, Incent, and Involve. Highlights Read More.

Employee Engagement 150

Employee Engagement Report Engagement Groups 150

AskNicely

NOVEMBER 28, 2018

New research shows it can increase a company’s likelihood of net-negative churn and faster revenue growth. Join us for this exclusive webinar, where our panel will break down the results of the 2018 NPS Benchmark Study. Focusing exclusively on SMB/Mid-Market size companies. Tuesday, December 04, 2018. Register Now!

NPS 150

NPS Net Promoter Score Study Groups 150

Experience Matters

JULY 2, 2018

Effort 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 January 2018, we surveyed 10,000 U.S. consumers about their experiences with companies. In this post, I examine the eight annual Temkin Effort Ratings for U.S.

Metrics 136

Metrics Survey Feedback Consumers 136

Experience Matters

APRIL 4, 2018

The post Winners: 2018 CX Vendor Excellence Awards appeared first on Customer Experience Matters®. Congratulations! Clicktale Overview: Clicktale is a leading provider of ‘Experience Analytics’ software. Unlike other analytics platforms, Clicktale’s Experience Cloud helps improve customer experiences Read More.

Case Study 150

Case Study Analytics Groups Study 150

Experience Matters

APRIL 10, 2018

We just published a Temkin Group report, The State of CX Management, 2018. 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.

Report 150

Report Management Groups Survey 150

Experience Matters

MAY 15, 2018

Temkin Group announces the release of the 2018 Temkin Trust Ratings (TTR). consumers, the ratings benchmarks the level of trust that consumers have with 318 companies across 20 industries. Here’s a full list of all of the companies in the TTR. The post 2018 Temkin Trust Ratings (U.S.): Based on a study of 10,000 U.S

Insurance 149

Insurance Banking Study Consumers 149

Experience Matters

APRIL 24, 2018

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. It uses feedback from 10,000 U.S.

Groups 154

Groups Industry Loyalty Consumers 154

NICE inContact

JANUARY 24, 2018

So many companies are enjoying the benefits of having moved their contact centers to the cloud over the past few years. Often companies started with a small deployment in one department and gradually grew that implementation to encompass all the contact center applications in the business. So, what comes next? Digital Transformation.

Customer Care 186

Customer Care Self Service Contact Center Chatbots 186

Experience Matters

MARCH 27, 2018

We just published a Temkin Group report, State of the CX Profession, 2018. We asked respondents about how their CX efforts impacted their organization last year and what their company plans to do during the coming year. The post Report: State of the CX Profession, 2018 appeared first on Customer Experience Matters®.

Report 149

Report Customer Experience Professionals Study Groups 149

AskNicely

NOVEMBER 9, 2018

night of celebrating customer experience and networking with like-minded companies. The post CX Obsession Fall 2018: Seattle appeared first on Net Promoter Score from AskNicely. View details and register here! Join us at SURF Incubator in downtown Seattle on Wednesday, December 12th for a (free!)

Net Promoter Score 150

Net Promoter Score NPS Tips Video 150

Experience Matters

JUNE 4, 2018

consumers about their recent interactions with more than 300 companies across 20 industries. Of the companies we evaluated, 21st Century, Comcast, Cox Communications, and New York Life Read More. The post Report: What Happens After a Good or Bad Experience, 2018 appeared first on Customer Experience Matters®.

Report 185

Report Study Industry Interaction 185

CloudCherry

JANUARY 4, 2018

The retail banking industry has been dealing with massive upheaval for a while now, and things will continue in the same vein come 2018. Here are some of the trends that will define 2018 for the banking industry. Regardless, voice tech will certainly change the way people do their banking in 2018. Open Banking.

Banking 170

Banking Trends Financial Self Service 170

Kayako

JANUARY 24, 2018

Which brings me neatly toward 2018’s customer service trends: Customer Service Trends 2018: Creating Effortless Customer-Centric Experiences. In 2016 one study found that 75% of companies said their top objective was to improve customer experience. But most companies don’t have this context. adrianswinscoe.

Customer Centricity 208

Customer Centricity Self Service Trends Customer Experience 208

AskNicely

AUGUST 29, 2018

This inspires the entire company to take action. As an NPS software company, we wanted to dive into NPS benchmark research for a few reasons. Surprisingly 54% of growth-oriented companies still don’t use Net Promoter Score – despite being the industry standard metric for measuring customer happiness. Adoption of NPS.

NPS 150

NPS Net Promoter Score Metrics Culture 150

Alida

NOVEMBER 10, 2017

Which emerging technology trends will shape the business world in 2018, and how will they change consumer behaviors and expectations? For 2018, experts believe smarter, cutting-edge technology will enable companies to provide better customer experiences and get more useful insight and data. What’s changed is the level of smarts.

Trends 174

Trends Retail e-support Technology 174

Experience Matters

FEBRUARY 12, 2018

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

Report 120

Report Groups Survey Data 120

Vonage

SEPTEMBER 26, 2018

After two fun, informative and action-packed days, it’s hard to believe we're already halfway through Dreamforce 2018! We’ve put together 18 of the most thought-provoking quotes from some of those great minds of Dreamforce 2018 for you to enjoy and share across your social networks. We’re sure there will be plenty more to come!

Connections 120

Connections Technology Sales Trends 120

Oracle

JANUARY 25, 2018

In 2018, SMBs must improve their to ensure they are on the right road to success. A: This is the perfect time of year to carve out some time to gain clarity of vision and focus for what you wish to create for 2018. In 2018, SMBs must improve their to ensure they are on the right road to success. Q: Fill in the blank. Then DO it!

Tips 110

Tips Customer Experience Social Media Consulting 110

Oracle

DECEMBER 26, 2018

As 2018 draws to a close, we’re looking back at the year’s biggest AI innovations. Companies have applied artificial intelligence and machine learning to everything from customer success programs to healthcare. Here’s a closer look at key AI innovations that made a splash in 2018. billion by 2025.

Innovation 105

Innovation Chatbots Healthcare Brands 105

Alida

SEPTEMBER 6, 2018

But despite predictions that more than 3,800 stores are expected to close in 2018, the death of retail, much like Mark Twain, may have been reported prematurely. confident or very confident as of January 2018, according to the Consumer Mood Index. Finally, consumers are feeling pretty good about the economy with 59.5%

Retail 243

Retail Company e-support Competitive Advantage 243

Alliance by IFS

DECEMBER 10, 2018

HORSHAM, PA (December 10, 2018) — Astea International Inc., a leading global provider of field service management and mobility solutions , announced today that it has earned the 2018 Company of the Year Award in Mobile Field Service Management from Frost & Sullivan. © 2018 Astea International Inc. www.astea.com.

Company 62

Company Self Service Wireless Software 62

Alliance by IFS

DECEMBER 10, 2018

HORSHAM, PA (December 10, 2018) — Astea International Inc., a leading global provider of field service management and mobility solutions , announced today that it has earned the 2018 Company of the Year Award in Mobile Field Service Management from Frost & Sullivan. © 2018 Astea International Inc. www.astea.com.

Management 83

Management Company Self Service Wireless 83

Oracle

JANUARY 24, 2018

Here are four tech trends that are driving innovation in CRM in 2018, and helping organizations reach and engage their target audiences across channels. Artificial intelligence will prove to be one of the most prominent means of innovation in CRM in 2018. Read more on trends in CRM software in 4 Trends for CRM in 2018.

CRM 111

CRM Trends Software Customer Relationship Management 111

BlueOcean

FEBRUARY 14, 2018

In our humble opinion though, it’s a good idea to check in every now and again to examine the state of social customer support and dig into the trends and opportunities that have the potential to improve customer care in 2018 and beyond. The post The State of Social Customer Support in 2018 appeared first on.

Omni-Channel 149

Omni-Channel Social Media Contact Center Self Service 149

CX Journey

JANUARY 2, 2019

Image courtesy of Pixabay What was on the minds of CX professionals in 2018? It 's fun to see what was interesting for you - my audience - to read in 2018. I shared 58 blog posts (that includes a few posts from guest authors) in 2018; here are the top eight (because 18 would be way too many!) We have a crisis in leadership.

Employee Engagement 94

Employee Engagement ROI Metrics Omni-Channel 94

Beyond Philosophy

JANUARY 8, 2018

My concerns only grow as we roll into 2018. I don’t blame these companies; as a business-minded chap myself, I would do the same. Different industries, different companies, and even different Customer Experience delivery channels all have different challenges—and different customer expectations. BigIdeas2018.

Trends 125

Trends eBook System Conference 125

Comm100

AUGUST 23, 2018

It’s 2018, and customer expectations are changing faster than ever. Companies that couldn’t deliver are now either history or relics that remind us of another time – think the last Blockbuster. This blog post is not about the top customer service trends to watch out for in 2018. Organic Mobile Experiences Blur Channel Lines.

Exceptional Customer Service 100

Exceptional Customer Service Customer Service Chatbots Hotels 100

ShepHyken

JANUARY 3, 2018

Over the last few weeks, I’ve been reading about predictions and trends for 2018. With that in mind, I’d like to share five customer service tips every business must do to stay competitive in 2018: Embrace the changing expectations of your customer: This one I’ve touted every year. The customer expects more than ever.

Customer Service 110

Customer Service Self Service Tips Social Media 110

Truthlab

JANUARY 4, 2018

Reading Time: 4 minutes 2018 is set to be yet another exciting year for Design. With so many predictions for what to expect this year, it can be a little overwhelming to pin-point which trends might work for your company and its customers, particularly when attempting to effectively blend aesthetic and practical needs.

B2B 54

B2B Trends Company Customer Experience Design 54

Retently

JULY 17, 2018

And even though we repeatedly tell our clients that the score itself is irrelevant , we do understand the idea that comparing performance to other companies can help them show a more accurate picture of where they are standing at in a competitive landscape. Satmetrix NICE 2018 average NPS by industry report. What is a good NPS score?

Net Promoter Score 167

Net Promoter Score NPS Report Customer Satisfaction 167

Alliance by IFS

SEPTEMBER 17, 2018

Astea International to Showcase the Newest Version of its Alliance™ Field Service Management and Mobility Platform at the 2018 Smarter Services™ Symposium. CHICAGO, IL (September 17, 2018) — Astea International Inc., © 2018 Astea International Inc. Company Contact: Emily Hackman. www.astea.com. Service Smart.

Conference 84

Conference Technology Software Management 84