Vonage

MARCH 26, 2018

Three years ago, Gartner predicted that more than half of businesses would implement significant changes to improve customer experience by 2018. The estimated price tag of losing customers due to poor service has reached $1.6 according to Accenture’s Digital Disconnect in Customer Engagement report. trillion in the U.S.,

Omni-Channel 228

Omni-Channel Trends Customer Service Contact Center 228

Experience Matters

MARCH 20, 2018

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.) appeared first on Customer Experience Matters®. To generate these Ratings, we asked 10,000 U.S.

Report 248

Report Airlines Industry Consumers 248

Lumoa

JANUARY 9, 2018

Customer experience has been already a hot topic in business during 2017 and is promising to be even of higher importance in 2018. “CX It’s predicted, that by 2020 customer experience will overtake price and product as the key brand differentiator when making consumer choices. How to overcome those challenges?

Customer Experience 354

Customer Experience Competitive Advantage Omni-Channel Culture 354

QuestionPro Audience

JULY 12, 2018

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.

Trends 170

Trends Exercises Consumers Industry 170

Experience Matters

OCTOBER 1, 2018

We published a Temkin Group report, Net Promoter Score Benchmark Study, 2018. Here’s the executive summary: Many large companies use Net Promoter® Score (NPS®) to evaluate their customers’ loyalty. The post Report: Net Promoter Score Benchmark Study, 2018 appeared first on Customer Experience Matters®.

Net Promoter Score 215

Net Promoter Score Study Report NPS 215

Experience Matters

JULY 25, 2018

The post Collage of 2018 Customer Experience Infographics (So Far) appeared first on Customer Experience Matters®.

Infographics 181

Infographics Customer Experience ROI Customer Centricity 181

QuestionPro Audience

AUGUST 3, 2018

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.

Consumers 199

Consumers Study Report Sales 199

NICE inContact

JANUARY 24, 2018

Cloud contact center deployments that began in customer care may have been extended to other business areas. 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? Digital Transformation.

Customer Care 186

Customer Care Self Service Contact Center Chatbots 186

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

Kayako

JANUARY 24, 2018

At Kayako, we do our best to understand not just our customers’ needs, but their customers’ needs, as well. Armed with that empathy and over ten years in the business, there’s been one consistent signal that stands out from the noise in this year’s customer service trends: customers want effortless experiences.

Customer Centricity 208

Customer Centricity Self Service Trends Customer Experience 208

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. The post 2018 Temkin Emotion Ratings: Wegmans Earns Top Spot appeared first on Customer Experience Matters®.

Metrics 149

Metrics Survey Feedback Consumers 149

Experience Matters

JANUARY 23, 2018

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. Here are previous benchmarks from 2016, 2015, and Read More.

Report 154

Report Insurance Policies Groups 154

Experience Matters

JULY 23, 2018

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®. Highlights Read More.

Employee Engagement 150

Employee Engagement Report Engagement Groups 150

Experience Matters

APRIL 4, 2018

Unlike other analytics platforms, Clicktale’s Experience Cloud helps improve customer experiences Read More. Unlike other analytics platforms, Clicktale’s Experience Cloud helps improve customer experiences Read More. The post Winners: 2018 CX Vendor Excellence Awards appeared first on Customer Experience Matters®.

Case Study 150

Case Study Analytics Groups Study 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. The post 2018 Temkin Effort Ratings: Wegmans Earns Top Spot appeared first on Customer Experience Matters®.

Metrics 136

Metrics Survey Feedback Consumers 136

Experience Matters

AUGUST 30, 2018

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. Temkin Group will host two free webinars.

Groups 159

Groups Report Strategy Customer Experience 159

Experience Matters

JANUARY 8, 2018

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

Report 145

Report B2C B2B Groups 145

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. The post Report: The State of CX Management, 2018 appeared first on Customer Experience Matters®.

Report 150

Report Management Groups Survey 150

Experience Matters

APRIL 24, 2018

Every organization makes some mistakes, so an important area of loyalty is the willingness of customers to forgive them. This product is the dataset, in excel, for the 2018 Temkin Forgiveness Ratings (TFR).It The post 2018 Temkin Forgiveness Ratings: USAA and ACE Rent A Car On Top appeared first on Customer Experience Matters®.

Groups 154

Groups Industry Loyalty Consumers 154

Experience Matters

MAY 15, 2018

Temkin Group announces the release of the 2018 Temkin Trust Ratings (TTR). The post 2018 Temkin Trust Ratings (U.S.): USAA and Wegmans On Top appeared first on Customer Experience Matters®. Based on a study of 10,000 U.S Here’s a full list of all of the companies in the TTR.

Insurance 149

Insurance Banking Study Consumers 149

Experience Matters

MARCH 27, 2018

We just published a Temkin Group report, State of the CX Profession, 2018. Here’s the executive summary: To understand the mindset and roles of customer experience professionals today, we surveyed 221 CX professionals and then compared their responses to similar studies we’ve conducted over the previous six years.

Report 149

Report Customer Experience Professionals Study Groups 149

NICE inContact

MARCH 15, 2018

The Interactions 2018 agenda is built with you in mind, so you can deliver the most exceptional customer experience directly to your customers. With so much to see and do in three days, make sure to get the most out of your time at Interactions 2018 by planning in advance with the Interactions 2018 Agenda Preview !

Interaction 121

Interaction Customer Experience Conference Analytics 121

Oracle

JANUARY 31, 2018

SmarterCX.com’s Editor-in-Chief highlights a new customer experience predictions destination page, SmarterCX.com/Predictions. Following a record holiday season, 2018 is off to a fast start in the world of customer experience. Where should CMOs concentrate their efforts to get CX right in 2018? Check it out.

Customer Experience 80

Customer Experience CRM Trends Retail 80

Oracle

JANUARY 25, 2018

Customers are the most important part of small- or medium-sized businesses (SMBs). They expect an unrivaled customer experience (CX), tailored to their exact wants/needs, throughout the entire buyer journey. They expect an unrivaled customer experience (CX), tailored to their exact wants/needs, throughout the entire buyer journey.

Tips 110

Tips Customer Experience Social Media Consulting 110

BlueOcean

FEBRUARY 14, 2018

Remember when social media was the young upstart of the customer care channels and voice was still king? Way back in the good old days of the early 2010s… It seems like a lifetime ago that we were asking ourselves how to handle customers in such a public forum. Or was it customer service?

Omni-Channel 149

Omni-Channel Social Media Contact Center Self Service 149

Oracle

DECEMBER 27, 2018

In 2018, the customer experience was front and center for businesses. Whether you’re focused on building stronger relationships with existing customers or attracting new prospects, brands are taking their CX strategies, technology, and approaches to the next level. Cloud technologies powered a better customer experience.

Trends 88

Trends Customer Experience Retail Conference 88

Alida

JANUARY 5, 2018

Marketers are always looking for new ways to create experiences that resonate with customers, and 2018 will be no different. And although fads come and go—think unicorn hair and frappuccinos—there are some trends that will stick in the coming year and affect how businesses interact with customers. CMOs become customer-obsessed.

Marketing 0

Marketing Multi-Channel Advertising Tourism 0

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

Oracle

DECEMBER 24, 2018

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. Balancing data with humanity in marketing.

Marketing 93

Marketing Conference Omni-Channel Leadership 93

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