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On November 8, 2019, the COPC China User Group Meeting was successfully held in Shanghai. As the application of unassisted channels has increased, and with input from regional user groups, it has become an important part of the latest release of the COPC CX Standard. MORE
After being acquired by Qualtrics this past October, we have decommissioned the Temkin Group website. Temkin Group’s success was built totally on Read More. The post Goodbye Temkin Group Website… appeared first on Experience Matters. Well, it has finally happened. And yes, I have mixed feelings. To quote a line from Winnie-the-Pooh… How lucky I am to have something that makes saying goodbye so hard. MORE
Yesterday we celebrated Temkin Group’s 5th anniversary. We’re truly grateful to all of the many people who have helped us along the way. Here’s a short video that reflects on the previous five years. The bottom line : Thank you, thank you, thank you! Customer experience MORE
Join Temkin Group’s Engage Employee Movement and help raise the bar on employee engagement. We’re giving out $1,000 for innovative ideas, because great CX requires engaged employees. Customer experience Employee Engagement MORE
The post Groupe Dynamite appeared first on Optimove. customers MORE
In case you missed some of Temkin Group’s research, here’s a recap of our 2016 publications. In 2016, we surveyed 20,000 U.S. consumers, 800 IT decision makers, 300 HR professionals, and more than 2,500 other professionals. We also had detailed interviews with more than 150 professionals. All of this research led to reports covering best practices, trends, […]. Customer experience MORE
In case you missed it, Temkin Group was acquired by Qualtrics. The post Temkin Group, Qualtrics, And SAP appeared first on Customer Experience Matters®. Well, this has been a crazy month. We weren’t able to discuss it too much, because Qualtrics was in a pre-IPO quiet period. And then SAP acquired Qualtrics. Can you say Pac-Man?!?! A month ago, I would have provided my independent analysis of these acquisitions. I can’t do that anymore, I’m now biased. MORE
I’m thrilled to announce that Temkin Group has been acquired by Qualtrics. The post Great News: Temkin Group Joins Forces With Qualtrics appeared first on Customer Experience Matters®. Together, our goal is to create the world’s premiere center of excellence for all things experience management (XM). MORE
In a recent post, Temkin Group analyzed 10 emotions that consumers feel after completing a number of different interactions. The post Emotional Responses to Tech Support Differs Across Age Groups appeared first on Customer Experience Matters®. We decided to dig deeper into one of those interactions, getting tech support for a computer. MORE
Last year, Temkin Group had a great time celebrating CX Day. Temkin Group has labelled 2018 The Year of Humanity for customer experience. Temkin Group will host two free webinars. Anyone who attends the Temkin Group webinars will receive a code for downloading a free copy of the report, Lessons in CX Read More. The post Temkin Group’s (Exciting) Plans For CX Day 2018 appeared first on Customer Experience Matters®. MORE
At CX and the City, the CX leadership panel including Midea Group, StarHub and Changi Airport Group explored challenges, learnings and best practices on leading a CX transformation. – Jeffrey Loke, VP of Commercial Strategy, Changi Airport Group. MORE
More than 100 senior leaders joined us on the Refinery Rooftop to network and hear how three industry-leading companies—BuzzFeed, Stanley Black & Decker and Group Nine Media—are transforming their company DNA to become insight-driven businesses. MORE
You might be familiar with the 5 P’s of marketing (product, price, place, promotion, and people), but last week at the ITA Group annual sales kickoff meeting, I was introduced to another powerful set of P’s: The 5 P’s of ITA Group. ITA Group MORE
MaritzCX Provides the Tools and Technology Needed to Research, Measure, and Focus the Customer Experience Chris Neeson, Customer Experience Leader at Ohio Mutual Insurance, attributes their CX Program success to a combination of knowledge, expertise, and selecting the right partner. Hear how they deliver the best experience to their policy holders by identifying issues and. View Article. Financial Services MORE
Congratulations to winners of the 2016 Temkin Group CX Excellence Awards: Business Development Bank of Canada (BDC), Century Support Services, Crowe Horwath, Oxford Properties, and VCA.Filed under: Customer experience. Customer experience MORE
Fierce Competition in the Property and Casualty Insurance Market Founded in 1901 and based in Bucyrus, OH, Ohio Mutual Insurance Group writes more than $220 million in premiums each year – covering homes, autos, farms and commercial properties in seven states through 400 independent partner agents. MORE
Headquartered in Richardson, Texas, Fossil Group is an American fashion designer and manufacturer of distinctive watches, wallets, handbags, accessories, and wearables for a variety proprietary and licensed brands. Its 17 contact centers located around the world support the Fossil Group business , including 250 agents who support over 10 languages. With CXone, however, Fossil Group finally was able to view all its performance data on one unified platform. MORE
I’m thrilled to announce (and congratulate) the winners of Temkin Group’s sixth annual Customer Experience Excellence Awards: AARP – formally established its AARP Experience (AARPx) team in 2016 with the mission to work across the enterprise to create a seamless, personalized experience for members that is supported by a customer-centric culture. The post 2017 Temkin Group CX Excellence Award Winners appeared first on Customer Experience Matters®. MORE
After a great trip last year, Temkin Group is coming back to Australia. Do you want to see us while we’re there? Here are some opportunities: Melbourne, 19-20 June: Conference: Customer Experience Tech Fest Join me at this exciting conference where I will deliver keynote addresses on CX trends and customer-centric culture. I’m looking forward to the […]. Customer experience MORE
For years, I’ve been getting emails asking “when will Temkin Group come to Australia?” ” We’ve wanted to go for a while (for both personal and professional reasons), but it just hasn’t worked with our schedules. Well, it’s finally happening. Aimee, Karen, and I will be heading to Australia in August! Do you want to see […]. Customer experience MORE
As you may know, Temkin Group has labelled 2017, “The Year of Purpose.” ” As part of our effort to infuse more meaning and purpose to our community, we created the Elevate Purpose campaign, where we will share relevant thoughts and research. A new piece of content is this video, The Power of Purpose. I hope that you […]. Customer experience Purpose MORE
Last year, Temkin Group had a great time celebrating CX Day. Temkin Group has labelled 2016 The Year of the Emotion for customer experience. This year, CX Day will be held on October 5th and we’re planning another exciting celebration. As you’ll see below, we’re continuing that theme in our CX Day plans: Thought leadership video: Bruce will interview renowned author and thought […]. MORE
Temkin Group publishes a large amount of industry- and company-specific research, so we often do webinars that highlight what’s happening in customer experience in those industries. The post FREE Temkin Group Industry CX Webinars appeared first on Customer Experience Matters®. MORE
As you may know, Temkin Group has labelled 2017, “The Year of Purpose.” ” As part of our effort to infuse more meaning and purpose to our community, we created the Elevate Purpose campaign, where we will share relevant thoughts and research. A new piece of content is this video, The Power of Purpose. I hope that you […]. Customer experience Purpose MORE
I was recently asked by The Northridge Group to review their 2019 State of Customer Service Experience report. MORE
Congratulations to winners of the 2016 Temkin Group CX Excellence Awards: Business Development Bank of Canada (BDC), Century Support Services, Crowe Horwath, Oxford Properties, and VCA.Filed under: Customer experience. Customer experience MORE
On April 28, 2010, I published the post Introducing Temkin Group, Customer Experience Transformation Consultancy. We have a number of things planned to celebrate our anniversary including discounts, interesting content, and a webinar on April 28th called Temkin Group’s 5th Anniversary Chat: CX Past, Present, and Future. As part of Temkin Group’s celebration, we want to show our appreciation by making some charitable donations. MORE
In this episode with Jason Bradshaw , the senior leader for customer experience at Volkswagen Group Australia , we talk about his CCO role and its importance to the organization. Your peer group: Too often we forget about peer groups at work as we manage up and down. MORE
In case you missed some of Temkin Group’s research, here’s a recap of our 2016 publications. In 2016, we surveyed 20,000 U.S. consumers, 800 IT decision makers, 300 HR professionals, and more than 2,500 other professionals. We also had detailed interviews with more than 150 professionals. All of this research led to reports covering best practices, trends, […]. Customer experience MORE
Temkin Group did a lot of research in 2015. In case you missed some of it, I’ve listed last year’s reports below. You can always find all of our research here. MORE
Throughout the year, Temkin Group has been focused on making 2018, “The Year of Humanity.” The post Lessons From Temkin Group’s Humanity Workshops appeared first on Customer Experience Matters®. ” As a part of our commitment to this critical theme, we developed a highly interactive workshop “Humanizing CX,” which I’ve led for 10 Customer Experience Professionals Association local networking events in cities across the U.S. and Canada. MORE
In a recent post, Temkin Group analyzed 10 emotions that consumers feel after completing a number of different interactions. We decided to dig deeper into one of those interactions, researching a health plan. We analyzed the emotional responses across different ages of consumers after that interaction and found that: Consumers who are 44-years-old or younger tend to […]. Customer experience Emotion MORE
Today we announced the results of the 2015 Temkin Group CX Vendor Excellence Awards. Once again we had a great group of nominees, making the scoring difficult for the judges. Rick Meyreles (VP – Global Voice of Customer, World Service at American Express), Jen Rodstrom (CX Transformist at Temkin Group), and Bruce Temkin (Managing Partner & CX Transformist at Temkin Group). Temkin Group is not responsible for the accuracy of this content. MORE
Radisson Hotel Group had emerged as a leading global hospitality company and one of the world’s largest hotel groups. Ultimately moving to NICE inContact’s unified CXone cloud CX platform and its contact center software solutions would be pivotal for Radisson Hotel Group. Find out how NICE inContact and CXone continue to play a role in Radisson Hotel Group’s commitment to providing memorable moments for its guests all over the globe. MORE
As you can see in the chart below, Temkin Group published a lot of interesting research in 2017. The post An Exciting Year For Temkin Group Research appeared first on Customer Experience Matters®. As the year winds down, it’s fun to look back and appreciate what’s been done. I’m very proud of what our team accomplished. We used many different research approaches (e.g., MORE
Radisson Hotel Group had emerged as a leading global hospitality company and one of the world's largest hotel groups. MORE
Try using Temkin Group’s SLICE-B Experience Review Methodology. Do you want to examine experiences through the eyes of your customers? Download SLICE-B Scorecard (.pdf). SLICE-B is an Expert Review (a.k.a. MORE
Getting to the classification of revenue and profitability by customer group is not a trivial project. The key is to come up with labels and categories for these groups that are simple yet meaningful. You need to understand the movement of customers from one profitability group to another so you can strategically lead the customer agenda. Your goal should be driving efforts that cause your costliest customer groups to decline and those most profitable to grow. MORE
Groups Related Topics Experience Matters
JUNE 27, 2019
After being acquired by Qualtrics this past October, we have decommissioned the Temkin Group website. Temkin Group’s success was built totally on Read More. The post Goodbye Temkin Group Website… appeared first on Experience Matters. Well, it has finally happened. And yes, I have mixed feelings. To quote a line from Winnie-the-Pooh… How lucky I am to have something that makes saying goodbye so hard.
Experience Matters
NOVEMBER 16, 2018
In case you missed it, Temkin Group was acquired by Qualtrics. The post Temkin Group, Qualtrics, And SAP appeared first on Customer Experience Matters®. Well, this has been a crazy month. We weren’t able to discuss it too much, because Qualtrics was in a pre-IPO quiet period. And then SAP acquired Qualtrics. Can you say Pac-Man?!?! A month ago, I would have provided my independent analysis of these acquisitions. I can’t do that anymore, I’m now biased.
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Optimove
DECEMBER 12, 2019
The post Groupe Dynamite appeared first on Optimove. customers
Experience Matters
SEPTEMBER 24, 2018
Throughout the year, Temkin Group has been focused on making 2018, “The Year of Humanity.” The post Lessons From Temkin Group’s Humanity Workshops appeared first on Customer Experience Matters®. ” As a part of our commitment to this critical theme, we developed a highly interactive workshop “Humanizing CX,” which I’ve led for 10 Customer Experience Professionals Association local networking events in cities across the U.S. and Canada.
Speaker: Nate Brown, Co-Founder, CX Accelerator
The contact center is one of the most strategic and influential groups related to the larger Customer Experience (CX). Do you have the right metrics in place to assess your true impact?
Experience Matters
OCTOBER 24, 2018
I’m thrilled to announce that Temkin Group has been acquired by Qualtrics. The post Great News: Temkin Group Joins Forces With Qualtrics appeared first on Customer Experience Matters®. Together, our goal is to create the world’s premiere center of excellence for all things experience management (XM).
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Experience Matters
DECEMBER 29, 2016
In case you missed some of Temkin Group’s research, here’s a recap of our 2016 publications. In 2016, we surveyed 20,000 U.S. consumers, 800 IT decision makers, 300 HR professionals, and more than 2,500 other professionals. We also had detailed interviews with more than 150 professionals. All of this research led to reports covering best practices, trends, […]. Customer experience
MaritzCX
JANUARY 8, 2019
MaritzCX Provides the Tools and Technology Needed to Research, Measure, and Focus the Customer Experience Chris Neeson, Customer Experience Leader at Ohio Mutual Insurance, attributes their CX Program success to a combination of knowledge, expertise, and selecting the right partner. Hear how they deliver the best experience to their policy holders by identifying issues and. View Article. Financial Services
Experience Matters
NOVEMBER 17, 2016
Congratulations to winners of the 2016 Temkin Group CX Excellence Awards: Business Development Bank of Canada (BDC), Century Support Services, Crowe Horwath, Oxford Properties, and VCA.Filed under: Customer experience. Customer experience
Experience Matters
NOVEMBER 17, 2016
Congratulations to winners of the 2016 Temkin Group CX Excellence Awards: Business Development Bank of Canada (BDC), Century Support Services, Crowe Horwath, Oxford Properties, and VCA.Filed under: Customer experience. Customer experience
Speaker: Ron Dutta, VP-Business Development and Omnichannel CX Solutions
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Experience Matters
DECEMBER 28, 2017
As you can see in the chart below, Temkin Group published a lot of interesting research in 2017. The post An Exciting Year For Temkin Group Research appeared first on Customer Experience Matters®. As the year winds down, it’s fun to look back and appreciate what’s been done. I’m very proud of what our team accomplished. We used many different research approaches (e.g.,
Experience Matters
DECEMBER 29, 2016
In case you missed some of Temkin Group’s research, here’s a recap of our 2016 publications. In 2016, we surveyed 20,000 U.S. consumers, 800 IT decision makers, 300 HR professionals, and more than 2,500 other professionals. We also had detailed interviews with more than 150 professionals. All of this research led to reports covering best practices, trends, […]. Customer experience
NICE inContact
JUNE 19, 2019
Headquartered in Richardson, Texas, Fossil Group is an American fashion designer and manufacturer of distinctive watches, wallets, handbags, accessories, and wearables for a variety proprietary and licensed brands. Its 17 contact centers located around the world support the Fossil Group business , including 250 agents who support over 10 languages. With CXone, however, Fossil Group finally was able to view all its performance data on one unified platform.
NICE inContact
OCTOBER 29, 2019
Radisson Hotel Group had emerged as a leading global hospitality company and one of the world's largest hotel groups.
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Here’s a digital insurance business example: Who: Analysis of past purchases by demographic groups shows. If Artificial Intelligence (AI) for the overall business is a red hot. topic in C-suites, AI for customer engagement is white hot.
Experience Matters
NOVEMBER 9, 2017
In a recent post, Temkin Group analyzed 10 emotions that consumers feel after completing a number of different interactions. The post Emotional Responses to Tech Support Differs Across Age Groups appeared first on Customer Experience Matters®. We decided to dig deeper into one of those interactions, getting tech support for a computer.
Experience Matters
SEPTEMBER 13, 2018
Temkin Group publishes a large amount of industry- and company-specific research, so we often do webinars that highlight what’s happening in customer experience in those industries. The post FREE Temkin Group Industry CX Webinars appeared first on Customer Experience Matters®.
Experience Matters
APRIL 29, 2015
Yesterday we celebrated Temkin Group’s 5th anniversary. We’re truly grateful to all of the many people who have helped us along the way. Here’s a short video that reflects on the previous five years. The bottom line : Thank you, thank you, thank you! Customer experience
Experience Matters
JANUARY 24, 2017
As you may know, Temkin Group has labelled 2017, “The Year of Purpose.” ” As part of our effort to infuse more meaning and purpose to our community, we created the Elevate Purpose campaign, where we will share relevant thoughts and research. A new piece of content is this video, The Power of Purpose. I hope that you […]. Customer experience Purpose
Experience Matters
JUNE 2, 2015
Join Temkin Group’s Engage Employee Movement and help raise the bar on employee engagement. We’re giving out $1,000 for innovative ideas, because great CX requires engaged employees. Customer experience Employee Engagement
Experience Matters
AUGUST 30, 2018
Last year, Temkin Group had a great time celebrating CX Day. Temkin Group has labelled 2018 The Year of Humanity for customer experience. Temkin Group will host two free webinars. Anyone who attends the Temkin Group webinars will receive a code for downloading a free copy of the report, Lessons in CX Read More. The post Temkin Group’s (Exciting) Plans For CX Day 2018 appeared first on Customer Experience Matters®.
Experience Matters
JANUARY 24, 2017
As you may know, Temkin Group has labelled 2017, “The Year of Purpose.” ” As part of our effort to infuse more meaning and purpose to our community, we created the Elevate Purpose campaign, where we will share relevant thoughts and research. A new piece of content is this video, The Power of Purpose. I hope that you […]. Customer experience Purpose
Experience Matters
MAY 18, 2015
Try using Temkin Group’s SLICE-B Experience Review Methodology. Do you want to examine experiences through the eyes of your customers? Download SLICE-B Scorecard (.pdf). SLICE-B is an Expert Review (a.k.a.
Experience Matters
APRIL 6, 2015
On April 28, 2010, I published the post Introducing Temkin Group, Customer Experience Transformation Consultancy. We have a number of things planned to celebrate our anniversary including discounts, interesting content, and a webinar on April 28th called Temkin Group’s 5th Anniversary Chat: CX Past, Present, and Future. As part of Temkin Group’s celebration, we want to show our appreciation by making some charitable donations.
COPC
DECEMBER 9, 2019
On November 8, 2019, the COPC China User Group Meeting was successfully held in Shanghai. As the application of unassisted channels has increased, and with input from regional user groups, it has become an important part of the latest release of the COPC CX Standard.
Chadwick Martin Bailey
OCTOBER 31, 2018
You might be familiar with the 5 P’s of marketing (product, price, place, promotion, and people), but last week at the ITA Group annual sales kickoff meeting, I was introduced to another powerful set of P’s: The 5 P’s of ITA Group. ITA Group
Customer Bliss
DECEMBER 29, 2017
In this episode with Jason Bradshaw , the senior leader for customer experience at Volkswagen Group Australia , we talk about his CCO role and its importance to the organization. Your peer group: Too often we forget about peer groups at work as we manage up and down.
NICE inContact
OCTOBER 29, 2019
Radisson Hotel Group had emerged as a leading global hospitality company and one of the world’s largest hotel groups. Ultimately moving to NICE inContact’s unified CXone cloud CX platform and its contact center software solutions would be pivotal for Radisson Hotel Group. Find out how NICE inContact and CXone continue to play a role in Radisson Hotel Group’s commitment to providing memorable moments for its guests all over the globe.
Experience Matters
SEPTEMBER 1, 2016
Last year, Temkin Group had a great time celebrating CX Day. Temkin Group has labelled 2016 The Year of the Emotion for customer experience. This year, CX Day will be held on October 5th and we’re planning another exciting celebration. As you’ll see below, we’re continuing that theme in our CX Day plans: Thought leadership video: Bruce will interview renowned author and thought […].
Customer Bliss
SEPTEMBER 30, 2014
Getting to the classification of revenue and profitability by customer group is not a trivial project. The key is to come up with labels and categories for these groups that are simple yet meaningful. You need to understand the movement of customers from one profitability group to another so you can strategically lead the customer agenda. Your goal should be driving efforts that cause your costliest customer groups to decline and those most profitable to grow.
Vision Critical
OCTOBER 15, 2017
At CX and the City, the CX leadership panel including Midea Group, StarHub and Changi Airport Group explored challenges, learnings and best practices on leading a CX transformation. – Jeffrey Loke, VP of Commercial Strategy, Changi Airport Group.
Experience Matters
JANUARY 11, 2016
Temkin Group did a lot of research in 2015. In case you missed some of it, I’ve listed last year’s reports below. You can always find all of our research here.
MaritzCX
OCTOBER 19, 2017
Fierce Competition in the Property and Casualty Insurance Market Founded in 1901 and based in Bucyrus, OH, Ohio Mutual Insurance Group writes more than $220 million in premiums each year – covering homes, autos, farms and commercial properties in seven states through 400 independent partner agents.
Experience Matters
APRIL 24, 2017
In a recent post, Temkin Group analyzed 10 emotions that consumers feel after completing a number of different interactions. We decided to dig deeper into one of those interactions, researching a health plan. We analyzed the emotional responses across different ages of consumers after that interaction and found that: Consumers who are 44-years-old or younger tend to […]. Customer experience Emotion
Experience Matters
APRIL 9, 2017
After a great trip last year, Temkin Group is coming back to Australia. Do you want to see us while we’re there? Here are some opportunities: Melbourne, 19-20 June: Conference: Customer Experience Tech Fest Join me at this exciting conference where I will deliver keynote addresses on CX trends and customer-centric culture. I’m looking forward to the […]. Customer experience
Vision Critical
MAY 16, 2018
More than 100 senior leaders joined us on the Refinery Rooftop to network and hear how three industry-leading companies—BuzzFeed, Stanley Black & Decker and Group Nine Media—are transforming their company DNA to become insight-driven businesses.
Experience Matters
APRIL 7, 2015
Today we announced the results of the 2015 Temkin Group CX Vendor Excellence Awards. Once again we had a great group of nominees, making the scoring difficult for the judges. Rick Meyreles (VP – Global Voice of Customer, World Service at American Express), Jen Rodstrom (CX Transformist at Temkin Group), and Bruce Temkin (Managing Partner & CX Transformist at Temkin Group). Temkin Group is not responsible for the accuracy of this content.
Peter Lavers
NOVEMBER 28, 2019
I was recently asked by The Northridge Group to review their 2019 State of Customer Service Experience report.
Experience Matters
JUNE 5, 2016
For years, I’ve been getting emails asking “when will Temkin Group come to Australia?” ” We’ve wanted to go for a while (for both personal and professional reasons), but it just hasn’t worked with our schedules. Well, it’s finally happening. Aimee, Karen, and I will be heading to Australia in August! Do you want to see […]. Customer experience
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