Experience Matters

MAY 12, 2015

Here’s the executive summary: For the sixth straight year, Temkin Group surveyed nearly 200 large companies to evaluate the state of their Customer Experience (CX) management. Companies have also achieved the best scores we’ve seen for two of our four core competencies, Employee Engagement and Customer Connectedness.

Report 120

Report Customer Connectedness Management Effort Score 120

Experience Matters

DECEMBER 15, 2015

In my post last year I named 2015 “ The Year of Employee.” 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. Customer journey mapping has become one of the most popular CX tools as it helps provide a customer-oriented viewpoint.

Trends 120

Trends Customer Experience Customer Journeys Customer Connectedness 120

Qualtrics

JANUARY 22, 2021

Bruce became so popular in the customer experience space that he and his wife Karen started their own business, Temkin Group, which became a highly respected research and advisory company. Bruce and Karen had met in business school and married a year later. The Qualtrics XM Institute was born with Bruce and Karen at the helm. “We

Customer Connectedness 26

Customer Connectedness Customer Journeys Employee Engagement Leadership 26

Experience Matters

OCTOBER 5, 2015

Culture can make or break the success of a company, which can be a scary phenomenon for executives. Think : Employees are intellectually bought-in and understand the company’s vision and why it is important to the company. What is the company communicating? What do employees do when no one is looking?

Culture 120

Culture Strategy Customer Connectedness Customer Centricity 120