Experience Matters

JANUARY 20, 2015

Here’s the executive summary: This year, we chose eight organizations as finalists for Temkin Group’s 2014 Customer Experience Excellence Award. Finalists are Activision Customer Care, Aetna, Crowe Horwath LLP, Dell Inc., EMC Corporation, Texas NICUSA, The Results Companies, and TouchPoint Support Services.

Report 120

Report Customer Connectedness Customer Journeys Net Promoter Score 120

Experience Matters

MARCH 17, 2015

Here’s the data snapshot description: In the first quarter of 2015, Temkin Group surveyed 207 respondents, each from a company with $500 million or more in annual revenues, about their customer experience efforts over the past year and their plans for 2015 and beyond. Download report for $195.

Customer Connectedness 120

Customer Connectedness Data Self Service Customer Experience 120

CSM Magazine

JUNE 24, 2021

Aspire to connectedness for a winning CX strategy. Becoming a Connected Enterprise provides the next big step in the evolution of the contact centre but what does it really mean for your customers? Connectedness benefits everyone, from customers and customer service management to agents themselves.

Connections 52

Connections Customer Connectedness Analytics Call Recording 52

Lumoa

MARCH 20, 2018

Actionability Actionability is the result of analytics leading to concrete decisions and changes and actions within the company. Actionability is also, as we believe, one of the essential aspects of customer experience management. At the same time it is also what most companies are missing. Why is NPS ® going up or down?

Net Promoter Score 286

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 286

Experience Matters

DECEMBER 15, 2015

In the upcoming year, CX will continue to grow in importance for companies and an even larger number of organizations will begin their CX journeys. Companies have started to use versions of an “effort” score as a key CX metric, because it provides a good mechanism for identifying areas of improvement. Speech Analytics Piloting.

Trends 120

Trends Customer Experience Customer Journeys Customer Connectedness 120

GetFeedback

MAY 9, 2019

What is customer experience? Customer experience is how your customers perceive their interactions with your company. What is great customer experience? Why is customer experience important? The short answer: Customer experience determines whether your organization succeeds or fails. companies $136.8

Customer Experience 337

Customer Experience Customer Journeys Metrics Effort Score 337

CSM Magazine

JUNE 3, 2021

For example, Calabrio Analytics customers can apply the new Enterprise CXI dashboards to get going. “We Cloud-based solutions are designed with inbuilt security features that protect the integrity of in-house and customer data while supporting compliance with important legislation such as General Data Protection Regulation (GDPR).

Connections 52

Connections Customer Connectedness Gamification Call Recording 52

Lumoa

MARCH 20, 2018

Actionability Actionability is the result of analytics leading to concrete decisions and changes and actions within the company. Actionability is also, as we believe, one of the essential aspects of customer experience management. At the same time it is also what most companies are missing. Why is NPS ® going up or down?

Net Promoter Score 160

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 160

Experience Matters

JANUARY 6, 2015

We’ve recently seen a surge in the number of companies looking to build more customer-centric cultures and train their people on CX. Voice of the employee efforts are becoming an integral component of modern voice of the customer programs. Voice of the Customer Renovations. CX Training & Engagement.

Customer Journeys 120

Customer Journeys Trends Contact Center Customer Connectedness 120

Experience Matters

OCTOBER 27, 2015

Although only 16% of companies have reached the two highest levels of VoC maturity, this is still an improvement from the 11% last year.

Report 120

Report Effort Score Groups Analytics 120

Experience Matters

JULY 7, 2015

We just published a Temkin Group report, Unlocking Customer Insights From Contact Centers: From Agent Productivity to Enterprise Intelligence. However, companies are now beginning to realize that contact centers actually contain a wealth of deep, untapped information about customers.

Contact Center 120

Contact Center Customer Insights Report Government 120

Experience Matters

OCTOBER 1, 2018

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. consumers.

Net Promoter Score 215

Net Promoter Score Study Report NPS 215

Qualtrics

JANUARY 22, 2021

I’m pretty analytical which makes me a bit of a chess player. I learn by trying to understand why things happen, why people behave the way they do – whether they’re customers, employees, or executives – which helps me understand why organizations act the way they do. Bruce and Karen had met in business school and married a year later.

Customer Connectedness 26

Customer Connectedness Customer Journeys Employee Engagement Leadership 26

Experience Matters

OCTOBER 2, 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. Here’s the executive summary: Many large companies use Net Promoter® Score (NPS) to evaluate their customers’ loyalty. consumers.

Net Promoter Score 133

Net Promoter Score Study Report NPS 133

Experience Matters

OCTOBER 11, 2016

This is the fifth year of this study that includes Net Promoter® Scores (NPS®) on 315 companies across 20 industries based on a study of 10,000 U.S. Here’s the executive summary: As many large companies use Net Promoter® Score (NPS) to evaluate their customer loyalty, Temkin Group […].

Net Promoter Score 120

Net Promoter Score Study Report NPS 120

Experience Matters

OCTOBER 13, 2015

This is the fourth year of this study that includes Net Promoter® Scores (NPS®) on 291 companies across 20 industries based on a study of 10,000 U.S. Here’s the executive summary: Many companies use Net Promoter® Score (NPS) to evaluate their customer loyalty, so we measured the NPS of 291 companies across 20 industries.

Net Promoter Score 120

Net Promoter Score Study Report NPS 120

Experience Matters

NOVEMBER 18, 2015

This report ranks the loyalty of consumers to 293 companies across 20 industries. consumers to 293 companies across 20 industries. Recommend the company to others. Forgive the company if it makes a mistake. Trust the company. Try the company’s new offerings.

Report 120

Report Loyalty Insurance Retail 120

Experience Matters

DECEMBER 29, 2015

Here’s the executive summary: Companies recognize that customer feedback and insights are critical for understanding customers, so they often create Voice of the Customer (VoC) programs as one of their first customer experience priorities. We published a Temkin Group report, Make Your VoC Action-Oriented.

Report 120

Report Groups Consulting Feedback 120