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Report: Lessons in CX Excellence, 2017

Experience Matters

The report provides insights from eight finalists in the Temkin Group’s 2016 CX Excellence Awards. This report has rich insights about both B2B and B2C customer experience. We just published a Temkin Group report, Lessons in CX Excellence, 2017. The report, which has 62 pages of content, includes an appendix with the finalists’ nomination forms. Here’s the […].

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Report: Lessons in CX Excellence, 2018

Experience Matters

The report provides insights from six winners in the Temkin Group’s 2017 CX Excellence Awards. This report has rich insights about both B2B and B2C customer experience. Here’s the executive summary: This past November, we named six organizations the winners of Temkin Group’s 2017 Customer Experience Excellence Award – AARP, Allianz Worldwide Partners, Century Support Services, Nurse Next Door Home Care Services, Reliant, and Sage.

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Report: Lessons in CX Excellence, 2017

Experience Matters

The report provides insights from eight finalists in the Temkin Group’s 2016 CX Excellence Awards. This report has rich insights about both B2B and B2C customer experience. We just published a Temkin Group report, Lessons in CX Excellence, 2017. The report, which has 62 pages of content, includes an appendix with the finalists’ nomination forms. Here’s the […].

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8 CX Trends for 2015 (The Year of the Employee)

Experience Matters

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. In 2014, we saw an uptick in the number of executives who not only discussed culture, but also openly recognized the value that those conversations can create. Voice of the Customer Renovations. Brand (R)evaluations.

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11 Customer Experience Trends for 2016 (The Year of Emotion)

Experience Matters

We agree and believe that customer experience is a reflection an organization’s culture and operating processes. As you can see in our video Driving CX Transformation , customer-centric culture requires mastering four CX core competencies : Purposeful Leadership , Compelling Brand Values , Employee Engagement , and Customer Connectedness. Customer Journey Designing. Value-as-a-Service Emerging. Customer experience

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Customer Experience Strategy: An A to Z Glossary

Lumoa

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place. Actionability is also, as we believe, one of the essential aspects of customer experience management. How to take actions on customer experience?

An Article On Customer Experience That Actually Makes Sense

GetFeedback

If you Google customer experience you’ll get about 2,340,000,000 results—articles, videos, reports—with in-depth information about the space. All these resources promise to offer the one right solution to delivering a great customer experience (CX), but there’s one problem: that one right solution is actually different depending on the source. What is customer experience? Customer experience is how your customers perceive their interactions with your company.

How does technology support the CX core competencies?

Clicktools

If you haven’t read the report (or at least the executive summary), I strongly recommend that you do, but even if not, you’ll still see some value in understanding how technology plays a critical role in running a customer-centric company. According to the Temkin Group, the four core competencies of customer experience are: Purposeful Leadership : Operate consistently with a clear set of values. Competency 2: Compelling Brand Values.