FREE Temkin Group Industry CX Webinars

Experience Matters

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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Temkin Group’s (Exciting) Plans For CX Day 2018

Experience Matters

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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2017 Temkin Group CX Excellence Award Winners

Experience Matters

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®.

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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.,

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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

Groups 148

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!

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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

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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

Groups 139

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

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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

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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

Groups 300

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

Groups 148

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

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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.

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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.

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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.

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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.

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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.

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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 […].

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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

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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.

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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

Groups 160

Track Revenue and Profitability by Customer Group

Customer Bliss

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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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.

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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

Groups 148

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.

Groups 260

Press Release: The BP Group Selects Astea Alliance™ to Increase Customer Trust

Astea

Astea International announced today that the BP Group , a mechanical contracting and HVAC company based in New York City, has selected Astea’s cloud-based, field service management and mobility platform, Astea Alliance™, to optimize and improve its largescale service operation.

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.

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2015 Temkin Group CX Vendor Excellence Award Winners

Experience Matters

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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PipelinePros Brings Oracle Commerce User Group Conference to Europe

Smarter CX

PipelinePros, the Oracle Commerce User Group, is packing up its North America Insight conference and taking it to Europe on September 17 th and 18 th in Lisbon, Portugal. The post PipelinePros Brings Oracle Commerce User Group Conference to Europe appeared first on SmarterCX.

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

Groups 136

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.

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.

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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.

Introduction to SuiteCX and The East Bay Group

SuiteCX

SuiteCX brings robust customer journey mapping and strategic scenario planning together for superior customer experience design and execution. By providing customizable journey mapping, customer experience assessments and data driven insights, we help you design, visualize and deliver the optimal customer experience that engages the customer while driving the highest business value. View Document. Documents Thought Leadership

Groups 100

Press Release: The BP Group Selects Astea Alliance™ to Increase Customer Trust

Astea

Astea International announced today that the BP Group , a mechanical contracting and HVAC company based in New York City, has selected Astea’s cloud-based, field service management and mobility platform, Astea Alliance™, to optimize and improve its largescale service operation. Alliance is making our work in the building technologies industry tangible,” said John Fanneron, president of the BP Group. “We’re

Join the Edmonton Marketing & Customer Experience Meetup Group! - Frank Reactions

Tema Frank

Back By Popular Demand: Marketing & Customer Experience Meetup Group It can be lonely as a marketing or customer experience (CX) manager in a city like Edmonton. We have a lot of small and mid-sized organizations that have only one … Continue Reading → The post Join the Edmonton Marketing & Customer Experience Meetup Group!

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Temkin Group CX Workshop in Boston on July 19 & 20

Experience Matters

Filed under: Customer experience. Customer experience

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Join Us On April 28th to Celebrate Temkin Group’s 5th Anniversary

Experience Matters

Next Tuesday, April 28th , will be the 5th anniversary of this post: Introducing Temkin Group, Customer Experience Transformation Consultancy. That’s when we launched Temkin Group. Temkin Group will make a donation to a charity that you select from our list of seven worthy causes. At 1:00 EDT, join Aimee Lucas, Jen Rodstrom, and Bruce Temkin in a lively webinar: Temkin Group’s 5th Anniversary Chat: CX Past, Present, and Future.

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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.

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TV and Internet Service Providers Deliver the Worst Customer Experience, According to Temkin Group Research

Experience Matters

We recently released the 2016 Temkin Experience Ratings that ranks the customer experience of 294 companies across 20 industries based on a survey of 10,000 U.S. consumers. TV service providers and Internet service providers received the lowest overall customer experience scores, according to the 2016 Temkin Experience Ratings, an annual ranking of companies based on […].

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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

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.