How BuzzFeed, Stanley Black & Decker and Group Nine Media are creating insight-driven businesses

Vision Critical

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.

Groups 170

Best of the Podcast: The Process of CX Hiring and Transformation at Volkswagen Group Australia

Customer Bliss

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.

Groups 141

How Changi Airport Group, Midea Group, StarHub and Prudential Singapore use relationships to win

Vision Critical

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.

Groups 130

Net Promoter News: Sage Group, Ford, Epyx and Paladina Health

CustomerGauge

Sage Group Plc Is Customer-Obsessed Sage Group, a British multinational enterprise software company closed the year 2016 with excellent business results. The post Net Promoter News: Sage Group, Ford, Epyx and Paladina Health appeared first on CustomerGauge.

Groups 104

The Chief Customer Officer Role in Media, With Robert Bridge of Telegraph Media Group – CB39

Customer Bliss

Episode Overview. Media is a business vertical that is beginning to engage CX leaders. The New York Times has a leader of Customer Experience (who we will soon be interviewing), and I was pleased to see that the UK is also embracing this role.

An Exciting Year For Temkin Group Research

Experience Matters

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.,

Grade.us Case Study for Grene Vision Group 

Grade.us

Grene Vision Group is a ?leader As one of the largest doctor-owned eye care groups in the country, Grene Vision Group’s 50 doctors provide services in 21 clinics. a quick and easy process for patients, and minimal amount of ongoing management by Grene Vision Group.

Redefining Convenience for the People of Africa: an Exclusive Interview with Mr. Joseph Kuvor, Customer Experience and Marketing Group Head, Zoona Transactions International

Customer Guru

Mr. Kuvor is the Group Head of Customer Experience and Marketing at Zoona Transactions International, a financial services organization based in Africa.

Groups 124

Embracing Agility at Anthem, Airbnb, and Capital Group

Cyara

The panel included CX leaders from three of Cyara’s most innovative customers: Anil Ravula, Staff VP at Anthem , Mitch Glaser, Contact Center Systems Manager at Airbnb , and Mark Remington, VP of Application Services at Capital Group. A couple of weeks ago, we were honored to host our inaugural Cyara Xchange conference up in San Francisco. It was such an energizing event where everyone was sharing best practices and war stories from the CX trenches.

Emotional Responses to Tech Support Differs Across Age Groups

Experience Matters

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.

2016 Temkin Group Research Reports

Experience Matters

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

Temkin Group Publishes 2017 List of Customer Experience Trends

Topdown

The Temkin Group recently released its annual list of customer experience trends and labeled 2017 “ The Year of Purpose.” For reference, Temkin dubbed last year the Year of Emotion and 2015 the Year of Employees. They strongly feel that 2017 will require companies to focus heavily on purpose.

Announcing Temkin Group CX Excellence Award Winners

Experience Matters

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

15 Ways to Conduct Successful Customer Focus Groups

CSM Magazine

Here’s a warning: it is very easy to do bad focus groupsgroups that do not end up obtaining worthwhile information from the participants, or worse yet, obtain incorrect information. There is more to a focus group than just talking with a set of people.

Benchmarking CX Performance in Retail, Franchise & Restaurant Groups

ServiceDock

Source: ServiceDock dashboard. In response to the frequently asked question about the best piece of advice I have ever received, I typically respond with this hard-hitting comment: Customer Experience CX Benchmarking

2016 Temkin Group Research Reports

Experience Matters

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

Strativity Group Inc. Acquires Touchpoint Dashboard, LLC.

Strativity

Hackensack NJ, October 19, 2015 – Strativity Group announced the acquisition of Touchpoint Dashboard’s leading SaaS journey mapping platform. Strativity Group – Passion, Expertise and Execution. Acquisition creates the largest customer experience transformation firm in the world.

Announcing Temkin Group CX Excellence Award Winners

Experience Matters

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

Uplifting Service Book – Group Discussion Guide

Up Your Service

Uplifting Service Group Discussion Guide. Key questions for each chapter encourage personal reflection and dynamic group discussions. Download the Uplifting Service Group Discussion Guide now.

Uplifting Service Book – Group Discussion Guide

Up Your Service

Uplifting Service Group Discussion Guide. Key questions for each chapter encourage personal reflection and dynamic group discussions. Download the Uplifting Service Group Discussion Guide now.

The Power of Purpose (Temkin Group Video)

Experience Matters

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

The Power of Purpose (Temkin Group Video)

Experience Matters

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

Ohio Mutual Insurance Group Automates VoC Program to Differentiate Their Business

MaritzCX

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.

Temkin Group Plans For CX Day 2015

Experience Matters

Last year Temkin Group had a great time celebrating CX Day. Temkin Group has labelled 2015 as the Year of the Employee for customer experience. Anyone who attends one of the two Temkin Group webinars will receive a code for downloading a free copy of the report, Lessons in CX Excellence, 2015. The bottom line : Join Temkin Group in celebrating CX Day 2015!

Temkin Group’s (Exciting) Plans For CX Day 2016

Experience Matters

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 […].

Temkin Group is Coming (Back) to Australia in June

Experience Matters

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

Consumer Emotions To Health Plans Differ Across Age Groups

Experience Matters

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

Reflecting on Five Great Years of Temkin Group (Video)

Experience Matters

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

Temkin Group’s 2015 Research: Insights For CX Success

Experience Matters

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.

Avaya and IAUG: Coming Together for a Better User Group Experience

Avaya

Marilyn Shuck serves as a Director on the IAUG Board, president of the Puget Sound Avaya Users Group, and as a UC Engineer at the University of Washington. The post Avaya and IAUG: Coming Together for a Better User Group Experience appeared first on Avaya Connected Blog.

Confirmit Enables NPD Group to Provide Better, Faster Results to Its Customers

Confirmit

NPD Group is realistic – and proactive – about the challenges with getting consumers to complete surveys and to keep those that do, engaged throughout the process.

CX Q&A with Raul Leal, CEO, Virgin Hotel Group

Forrester

At Forrester's Forum for Customer Experience Professionals in New York, June 16 & 17, Raul Leal, CEO, Virgin Hotel Group, will explain. On just about anyone's shortlist of companies that deliver unique, high-quality experiences, you'd be sure to find Virgin. And this year, the iconic brand opened its first hotel in the US - a 250-room property located in the Chicago Loop. How does Virgin Hotel live up to the high standards set by other Virgin businesses?

Temkin Group’s (Exciting) Plans For CX Day 2017

Experience Matters

Last year, Temkin Group had a great time celebrating CX Day. Temkin Group has labelled 2017 The Year of Purpose for customer experience. At noon ET, Temkin Group will host a free webinar, Everything You Need to Know About CX, But Were Afraid to Ask, that will provide a strong foundation on customer experience. Anyone who attends the Temkin Group webinar will receive a code for downloading a free copy of the report, Lessons in CX Excellence, 2017.

Celebrate Temkin Group’s 5th Anniversary With Charity

Experience Matters

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.

Agent Group Structure

Brad Cleveland

Call Center Contact Center Videos Brad Cleveland Call Center Management On Fast Forward Customer Service strategy

Temkin Group’s SLICE-B Experience Review Methodology (Video)

Experience Matters

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.

Temkin Group’s Engage Employees Challenge

Experience Matters

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

Temkin Group Plans For CX Day 2014

Experience Matters

Last year Temkin Group had a great time celebrating CX Day. Anyone who attends one of the two Temkin Group webinars will receive a code for downloading a free copy of the report, Lessons in CX Excellence, 2014. The Temkin Group team will also be attending CXPA local networking events in different cities. The bottom line : Join Temkin Group in celebrating CX Day! This year, CX Day will be held on October 7th and we’re planning an even bigger celebration.

Temkin Group: 5 Years of CX Thought Leadership (Infographic)

Experience Matters

As part of tomorrow’s celebration of Temkin Group’s 5th year anniversary , we created an infographic highlighting some of our research over the previous five years. It was fun putting this together and reflecting on all that we’ve done. The bottom line : We’re looking forward to the next five years! Customer experience

Temkin Group is Coming to Australia… Join Us!

Experience Matters

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