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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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.

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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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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

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Consider stats such as: • Best-in-class VoC companies have an almost 10-times-greater year-over- year increase in annual revenue (according to Aberdeen Group) • 75% of online customers expect help within 5 minutes (according to.

eBook

Experience Matters

SEPTEMBER 9, 2015

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!

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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®.

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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

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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

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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.

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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.

Contact Center

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.,

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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

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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®.

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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

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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?

Contact Center

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

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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

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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

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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

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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

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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.

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Experience Matters

SEPTEMBER 2, 2014

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.

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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.

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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.

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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.

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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 […].

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Experience Matters

APRIL 27, 2015

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

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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.

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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.

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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.

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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

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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.

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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

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CX University

FEBRUARY 1, 2019

PHILADELPHIA, PA – February 1, 2019 – CX University announces a new partnership with The Focus Group for upcoming conference events for Customer Experience World (CEW). The post CX University Joins The Focus Group for Upcoming Conference Events appeared first on CX University.

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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.

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Centercode

FEBRUARY 12, 2019

That’s in part why the Centercode User Group is one of our favorite events of the year. User group attendees spent three days discussing Beta Testing in depth: their programs, processes, planning, and execution. Missed the Centercode User Group?

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