Experience Matters

NOVEMBER 15, 2016

We published a Temkin Group report, Temkin Loyalty Index, 2016. This is the second year of this study that examines the loyalty of U.S. consumers to 294 companies across 20 industries. Here’s the executive summary: The 2016 Temkin Loyalty Index (TLi) evaluates how loyal 10,000 U.S. To determine companies’ TLi, we […].

Loyalty 270

Loyalty Report Groups Study 270

Experience Matters

DECEMBER 6, 2017

We published a Temkin Group report, The State of CX Metrics, 2017. Temkin Group surveyed 169 companies to learn about how they use customer experience (CX) metrics and then compared their answers with similar studies we’ve conducted annually since 2011. Only one out of five companies earned at least Read More.

Metrics 228

Metrics Report Groups Study 228

Experience Matters

DECEMBER 16, 2014

We published a Temkin Group report, The Future of Customer Experience Insights. The report identifies five trends that will redefine the value and role of customer feedback and insights. The report includes a readiness checklist for companies to assess their current customer insights efforts. Download report for $195.

Report 325

Report Customer Connectedness Customer Experience Trends 325

Experience Matters

APRIL 12, 2017

We just published a Temkin Group report, Humanizing Digital Interactions. Emotions 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.

Interaction 205

Interaction Report Groups Loyalty 205

Experience Matters

SEPTEMBER 9, 2014

We just published a Temkin Group report, ROI of Customer Experience, 2014. This report also includes a five-step approach for building a model that estimates the value of CX for your organization. Download report for $395. Here’s the first figure in the report: Download report for $395.

ROI 316

ROI Report Net Promoter Score Customer Experience 316

Experience Matters

NOVEMBER 13, 2017

We just published a Temkin Group report 2017 Temkin Experience Ratings of Tech Vendors that rates the customer experience of 58 large tech vendors based on a survey of 800 IT decision makers from large North American firms. This is the sixth year of the ratings, here are links to the 2012, 2013, 2014, 2015, and 2016 ratings.

Report 227

Report Groups Survey Customer Experience 227

Experience Matters

APRIL 25, 2017

If you are only going to read only one thing about customer experience, then this report is it. We just published a Temkin Group report, The Four CX Core Competencies. It’s the blueprint for building a customer-centric organization… and it’s free.

Report 228

Report Customer Experience Customer Centricity Groups 228

Experience Matters

DECEMBER 11, 2014

We just published a Temkin Group report 2014 Temkin Experience Ratings of Tech Vendors that rates the customer experience of 62 large tech vendors based on a survey of 802 IT decision makers from large North American firms. This product has a report (.pdf) Download for $695, includes report (.pdf) pdf) and a dataset (.xls).

Report 323

Report Effort Score Groups Survey 323

NobelBiz

MARCH 5, 2024

As a call center stakeholder—be it an owner, manager, or supervisor—the task of harnessing call center reporting to pinpoint areas for improvement, optimize agent performance, and ultimately enhance customer satisfaction can seem daunting. Table of Contents What is Call Center Reporting?

Call Center 59

Call Center Report Contact Center Net Promoter Score 59

CloudCherry

FEBRUARY 26, 2019

Key Takeaways from Forrester Report on the State of Customer Analytics. The findings of the 2018 Forrester Report on the State of Customer Analytics are based on an online survey in which 144 North American analytics and measurement pros , from a broad set of industries, took part. Data Challenges that persist.

Analytics 256

Analytics Report Analysis Study 256

Experience Matters

OCTOBER 15, 2014

We just published a Temkin Group report, State of Voice of the Customer Programs, 2014. The report includes a self-assessment and data to benchmark your VoC program. Download report for $195. Despite a slight drop in staffing numbers and executive involvement, companies’ VoC efforts continue to deliver successful results.

Report 251

Report Customer Connectedness Net Promoter Score Effort Score 251

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. With CXone, however, Fossil Group finally was able to view all its performance data on one unified platform.

Contact Center 136

Contact Center Groups Fashion Call Center 136

Experience Matters

NOVEMBER 6, 2017

We published a Temkin Group report, Five Steps For Building A Strong CX Metrics Program. In this report, we provide a blueprint that organizations can follow to create an actionable CX metrics program. Here are some highlights: Temkin Group has identified five steps an organization Read More.

Metrics 202

Metrics Report Groups Measurement 202

Experience Matters

NOVEMBER 25, 2014

We published a Temkin Group report, Evaluating Mobile eGift Card Purchasing Experiences. The report uses Temkin Group’s SLICE-B experience review methodology to assess the mobile sites of 10 retailers. Download report for $195. Here are the overall results: Download report for $195.

Report 265

Report Customer Connectedness Retail Groups 265

Experience Matters

JANUARY 8, 2018

We just published a Temkin Group report, Lessons in CX Excellence, 2018. The report provides insights from six winners in the Temkin Group’s 2017 CX Excellence Awards. The report, which has more than 70 pages of content, includes an appendix with the finalists’ nomination forms.

Report 145

Report B2C B2B Groups 145

Experience Matters

JANUARY 23, 2018

We just published a Temkin Group data snapshot, Channel Preferences Benchmark, 2018. This data snapshot examines how channel preferences vary across age groups, how these preferences have changed over the past year, and how channel preferences differ across multiple activities.

Report 154

Report Insurance Policies Groups 154

Experience Matters

DECEMBER 9, 2014

We published a Temkin Group report, The Secret to B2B2C Customer Experience Success. Temkin Group defines B2B2C customer experience as enhancing the end customer experience in a way that satisfies the needs of channel partners. Use Temkin Group’s assessment to identify your company’s B2B2C structure.

Report 282

Report Customer Experience Groups Analytics 282

Experience Matters

OCTOBER 31, 2016

We just published a Temkin Group report 2016 Temkin Experience Ratings of Tech Vendors that rates the customer experience of 62 large tech vendors based on a survey of 800 IT decision makers from large North American firms. This is the fifth year of the ratings, here are links to the 2012, 2013, 2014, and 2015 ratings.

Report 244

Report Groups Survey Customer Experience 244

Experience Matters

DECEMBER 30, 2014

We published a Temkin Group report, The State of Customer Experience Metrics, 2014. This is the fourth year that we’ve published this report on how companies are using CX metrics. Download report for $195. The bottom line : CX metrics are critical, but must be used correctly.

Metrics 275

Metrics Report Customer Connectedness Customer Experience 275

Experience Matters

MAY 1, 2017

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.

Report 181

Report Management Groups Customer Experience 181

Experience Matters

JULY 23, 2018

We just published a Temkin Group report, Employee Engagement Competency & Maturity, 2018. The post Report: Employee Engagement Competency & Maturity, 2018 appeared first on Customer Experience Matters®. Highlights Read More.

Employee Engagement 150

Employee Engagement Report Engagement Groups 150

Experience Matters

SEPTEMBER 16, 2014

We just published a Temkin Group report, Case Studies in Text Analytics. Download report for $195. You may also want to see the report Text Analytics Reshapes VoC Programs. The report provides rich details on how the companies have deployed text analytics. They have each used it in quite different ways.

Case Study 246

Case Study Study Analytics Report 246

Experience Matters

APRIL 10, 2018

We just published a Temkin Group report, The State of CX Management, 2018. Temkin Group has evaluated the state of Customer Experience (CX) management at large companies for nine years in a row. The post Report: The State of CX Management, 2018 appeared first on Customer Experience Matters®.

Report 150

Report Management Groups Survey 150

Experience Matters

OCTOBER 21, 2014

We published a Temkin Group report, Net Promoter Score Benchmark Study, 2014. Download report for $495. includes report plus dataset in Excel). Here are the NPS scores across 20 industries: Download report for $495. includes report plus dataset in Excel).

Net Promoter Score 259

Net Promoter Score Study Report Customer Connectedness 259

AWS Machine Learning

JANUARY 12, 2023

This is guest post by Andy Whittle, Principal Platform Engineer – Application & Reliability Frameworks at The Very Group. At The Very Group , which operates digital retailer Very, security is a top priority in handling data for millions of customers. The adoption of Logstash was initially done seamlessly. text(logData).build();

Groups 111

Groups Data Policies Retail 111

Experience Matters

OCTOBER 4, 2016

We just published a Temkin Group report, Translating Brand Promises into Employee Behaviors.

Report 258

Report Brands Brand Values Groups 258

Experience Matters

APRIL 3, 2017

We just published a Temkin Group report, 2017 Temkin Experience Ratings, UK. This is the same customer experience benchmark that we’ve been publishing for U.S. firms over the past seven years. The UK Temkin Experience Ratings is a cross-industry, open-standard benchmark of customer experience.

Report 185

Report Groups Consumers Industry 185

Experience Matters

DECEMBER 20, 2016

We published a Temkin Group report, The State of CX Metrics, 2016. Here’s the executive summary: Temkin Group surveyed 183 companies to learn about how they use customer experience (CX) metrics and then compared their answers with similar studies we’ve […].

Metrics 185

Metrics Report Groups Study 185

Experience Matters

OCTOBER 24, 2017

We published a Temkin Group report, Temkin Loyalty Index, 2017. Download report for $295 (Includes report plus dataset in Excel. xls)) Temkin Group’s TLi is based on evaluating consumers’ likelihood to Read More. The post Report: Temkin Loyalty Index, 2017 appeared first on Customer Experience Matters®.

Loyalty 133

Loyalty Report Groups Study 133

Experience Matters

MARCH 27, 2018

We just published a Temkin Group report, State of the CX Profession, 2018. This report also includes a compensation study, which is Read More. The post Report: State of the CX Profession, 2018 appeared first on Customer Experience Matters®.

Report 149

Report Customer Experience Professionals Study Groups 149

Experience Matters

JUNE 13, 2018

In this report, we: Examine feedback from 10,000 U.S. Identify which customer journeys consumers think most need improvement and look at how those responses differ across age groups. The post Report: The Customer Journeys That Matter The Most appeared first on Customer Experience Matters®.

Customer Journeys 159

Customer Journeys Report Groups Industry 159

Clarivate

MARCH 6, 2024

2024 report key findings Samsung Electronics ranks first in the Top 100 Global Innovators 2024. See more analysis from the 2024 report here. Within the report we pinpoint the organizations leading the innovation ecosystem. The post Top 100 Global Innovators for 2024, revealed [Report] appeared first on Clarivate.

Innovation 52

Innovation Report Analysis Analytics 52

Clarivate

MAY 18, 2023

Our new sustainability report is full of real-life examples of how we help our customers, colleagues and communities, with transparent, data-driven results and real insights on where we need to focus moving forward. The post Advancing our commitments to global sustainability [Report] appeared first on Clarivate.

Report 98

Report Innovation Government Culture 98

Experience Matters

APRIL 18, 2018

We just published a Temkin Group report, Propelling Experience Design Across An Organization. The post Report: Propelling Experience Design Across An Organization appeared first on Customer Experience Matters®.

Report 136

Report Groups Interaction Customer Experience 136

Enalyzer

AUGUST 24, 2021

Surveys, reports, and insight are in a symbiotic relationship. Today we’re going to highlight reports but never forget that one cannot exist without the other. Reports help you visualize and understand the survey data that you can share with whoever needs to see it so that everyone makes informed decisions.

Report 97

Report Data Comparison Survey 97