Experience Matters

FEBRUARY 25, 2015

consumers about their recent interactions with 283 companies across 20 industries. The companies most likely to receive negatively biased feedback from their customers are Consolidated Edison of NY and Southern California Edison. Download report for $195. Download report for $195.

Report 120

Report Customer Connectedness Groups Retail 120

Experience Matters

JUNE 4, 2018

To understand how the quality of a customer’s experience – whether it was good or bad – affects their behavior, we asked 10,000 U.S. consumers about their recent interactions with more than 300 companies across 20 industries. We then compared results with similar studies we’ve conducted over the previous seven years.

Report 185

Report Study Industry Interaction 185

Experience Matters

MAY 22, 2018

In this report, Temkin Group creates a model and shares best practices for AI-Driven Interfaces (AIDI), which we define as digital interactions with customers that are being directly manipulated by machine learning algorithms.

Customer Centricity 194

Customer Centricity Chatbots Groups Report 194

Experience Matters

SEPTEMBER 29, 2015

We just published a Temkin Group report, Maximizing Value From Customer Journey Mapping. Here’s the executive summary: Customer Journey Maps (CJMs) are a valuable tool for understanding how customers truly interact across an entire organization, but companies aren’t capturing enough value from their CJM efforts.

Customer Journeys 120

Customer Journeys Customer Centricity Groups Report 120

Experience Matters

MAY 18, 2015

Do you want to examine experiences through the eyes of your customers? Download SLICE-B Scorecard (.pdf). Scenario Review) methodology where you go through a specific scenario with a specific customer type in mind, looking for experience flaws along the way. The ease in which the customer can find what she needs.

Video 120

Video Groups Report Brands 120

Experience Matters

DECEMBER 22, 2015

Here’s the executive summary: Temkin Group surveyed nearly 200 large companies to learn about how they use customer experience (CX) metrics, and we then compared their answers with similar studies we’ve conducted every year since 2011. Download report for $195. Download report for $195.

Metrics 120

Metrics Report Net Promoter Score Effort Score 120

Experience Matters

OCTOBER 27, 2015

Respondents think that the most important source of insights in the future will be customer interaction history, and they think that going forward, multiple-choice questions will be the least important. Download report for $195. See the State of VoC reports from 2010 , 2011 , 2013 , and 2014.

Report 120

Report Effort Score Groups Analytics 120

Lumoa

MARCH 20, 2018

artificial intelligence Artificial Intelligence (AI) is still the same old good AI, but now it’s brought to the customer experience field. According to Accenture , 85% of customer interactions will be managed with AI by 2020. Now at least 80% of B2B buyers now expect the same buying experience as B2C customers.

Net Promoter Score 286

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 286

Lumoa

MARCH 20, 2018

artificial intelligence Artificial Intelligence (AI) is still the same old good AI, but now it’s brought to the customer experience field. According to Accenture , 85% of customer interactions will be managed with AI by 2020. Now at least 80% of B2B buyers now expect the same buying experience as B2C customers.

Net Promoter Score 160

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 160