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.

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.

Trending Sources

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.

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 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

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 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

Strativity Group Only Customer Experience Firm Recognized By Both Consulting Magazine and SmartCEO Magazine.

Strativity

The World’s Largest CX Transformation firm, Strativity Group, named 36th fastest growing consulting firm by Consulting Magazine — founder Lior Arussy accepts SmartCEO’s Circle of Excellence Award. Strativity Group – Passion, Expertise and Execution.

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 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.

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

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

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.

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.

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’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

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?

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 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.

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.

Emotion: The Missing Link in Customer Experience (Video)

Experience Matters

Enjoy this Temkin Group video…Filed under: Emotion, Temkin Group Video. Emotion Temkin Group Video

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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 […].

Forgotten Facts & Fantasies of Customer Delight

C3Centricity

It is part of what used to be known as the Orient Express Group , which recently changed its name to the Belmond Group because it offers more than just train services. I mention this group because they have customer delight in their blood.

When Hospitality is Not Hospitable. 5 Learnings for Every Industry

C3Centricity

Richard Branson , founder of the Virgin Group is famously quoted as saying: “Take care of your employees and they’ll take care of your business”. I had lunch last week with one of my ex-colleagues. We decided to try a new restaurant close to where she works.

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.

Report: Humanizing Digital Interactions

Experience Matters

We just published a Temkin Group report, Humanizing Digital Interactions. Best Practices Bruce Temkin Research CCXP5 Experience Design, Improvement, and Innovation Customer Connectedness Customer experience Emotion Isabelle Zdatny Research Temkin Group ResearchEmotions play an integral role in how customers make decisions and form judgments. This means that how a customer feels about an interaction with a company has an enormous impact on his or her loyalty to that company.

The Power of Customer Journey Mapping (Video)

Experience Matters

Watch this short Temkin Group video to find out more… The bottom line : Your customers are on a journey, help them. Customer Connectedness Customer experience Temkin Group Video customer journey mapping journey mapping

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Dealing with Moaners and Complainers during Emotionally Charged Meetings

Who's Your Gladys?

Communicating with Customers Customer Service Developing People Engagement group dynamics internal customer Marilyn SuttleRunning an effective meeting isn’t always easy – especially when emotions run high.

Report: The Four Customer Experience Core Competencies (Free)

Experience Matters

We just published a Temkin Group report, The Four CX Core Competencies. Aimee Lucas Research Best Practices Bruce Temkin Research CCXP5 Experience Design, Improvement, and Innovation Customer Connectedness Customer experience Emotion Isabelle Zdatny Research Jen Rodstrom Research Julia Jaffe Research Temkin Group ResearchIf you are only going to read only one thing about customer experience, then this report is it.

Report: Lessons in CX Excellence, 2017

Experience Matters

We just published a Temkin Group report, Lessons in CX Excellence, 2017. The report provides insights from eight finalists in the Temkin Group’s 2016 CX Excellence Awards. The report, which has 62 pages of content, includes an appendix with the finalists’ nomination forms. This report has rich insights about both B2B and B2C customer experience. Here’s the […].

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Report: Lessons in CX Excellence, 2017

Experience Matters

We just published a Temkin Group report, Lessons in CX Excellence, 2017. The report provides insights from eight finalists in the Temkin Group’s 2016 CX Excellence Awards. The report, which has 62 pages of content, includes an appendix with the finalists’ nomination forms. This report has rich insights about both B2B and B2C customer experience. Here’s the […].

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Customer Experience Matters (The Video)

Experience Matters

As part of Temkin Group’s CX Day celebration , we created a new video, Customer Experience Matters ®. Customer experience ROI of Customer Experience Temkin Group VideoCX Day is less than one week away!

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Report: B2B Customer Experience Best Practices

Experience Matters

We published a Temkin Group report, Business-to-Business (B2B) Customer Experience Best Practices. This report provides data on the state of customer experience (CX) in B2B as well as 20 CX best practices across five critical B2B processes.

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Q&A with Lori Tieszen, SVP & CMO, Stoli Group USA

Forrester's Customer Insights

One such speaker: Lori Tieszen, SVP & CMO at Stoli Group USA. It''s hard to believe it''s been nearly a year since we introduced contextual marketing at our 2014 Forum for Marketing Leaders. At that event, we focused on new approaches to marketing that harness the power of customer context to deliver real-time value in customers'' moments of need. This year''s forum for marketing leaders is right around the corner, and we think it''s going to be our best yet.

Authenticity – the key to unlocking the greatest Customer Experiences? Featuring case studies from Weleda and Old Mutual Zimbabwe

ijgolding

Right now, the world’s largest car manufacturer, Volkswagen Group, is in the midst of a crisis – a crisis driven (excuse the pun) by an alarming lack of authenticity among other things. Old Mutual Zimbabwe is one part of a global financial services giant – Old Mutual Group.

Report: The State of CX Management, 2017

Experience Matters

We just published a Temkin Group report, The State of CX Management, 2017. For the eighth straight year, Temkin Group has evaluated the state of Customer Experience (CX) management at large companies. It includes a lot of details about customer experience within large organizations and examines their effectiveness across Temkin Group’s Four CX Core Competencies: […].

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

Building a Strong Voice of the Customer Program (Video)

Experience Matters

Customer connectedness is one of Temkin Group’s four CX core competencies. Customer Connectedness Temkin Group Video Voice of the customer A key capability in this area is a strong voice of the customer (VoC) program.

Colt Proves NPS® is More Than Just a Number

CustomerGauge

Interview NPS retention Testimonials colt group interviewAs businesses in the telecommunications industry continue to battle for customer loyalty, one company sets itself on the right track to become the most customer centric data center provider.

Capgemini University is The Recipient of the Prestigious Brandon Hall Group Excellence Awards

Natalie Petouhof

Tweet Capgemini University is recipient of the prestigious Brandon Hall Group Excellence Awards. Now in its 21 st year, the Brandon Hall Group Awards is a renowned industry platform which recognizes leading companies from across the globe for successfully designing and implementing effective learning and development programs within their organizations. million learning hours to 110,425 employees across the Group.