We published a Temkin Group report, ROI of Customer Experience, 2016. This research shows that CX is highly correlated to loyalty across 20 industries. Here’s the executive summary: To understand the connection between customer experience (CX) and loyalty, we examined feedback from 10,000 U.S. consumers that describes both their experiences with and their loyalty to different companies. […]. MORE
We’re thrilled to share the findings of our research in a FREE report: Smartwatch Apps That Work: 5 Value Drivers To Make Your App Indispensable. What’s the value of a smartwatch? What do consumers expect from these multitasking wearable devices? MORE
Tweet This report looks at how companies, using the right software, can gain ROI from Customer Service and Customer Experience. Customer Care as a cost center is an unfounded p aradigm. In fact, executives have long thought of customer service or customer care as a cost center. MORE
We just published a Temkin Group report, Behavioral Guide to Customer Experience Design. Download report for $195. Here are tactics for applying these human biases in your experience design efforts that we describe in the report: Download report for $195. MORE
Download report for Free You can also download the dataset in Excel for $395. Here’s how the industries compare with each other: Download report for FREE. We published the 2015 Temkin Experience Ratings , the most comprehensive benchmark of customer experience. MORE
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. This blueprint to building a customer-centric organization is an update to our groundbreaking research that was […]. MORE
The report, The Everything Guide to Generation Z , provides statistics and insight for marketers, customer experience and innovation pros in all major industries. Download the report for more stats and insight on Gen Z. MORE
Find out in ForeSee’s FXI Retail Special Report appeared first on ForeSee. Customer Satisfaction Retail Apparel customer satisfaction ForeSee reports FXI ScoresOnline sales of retail apparel and accessories is seeing huge growth, both here in the U.S. and across the globe. MORE
We published a Temkin Group report, Net Promoter Score Benchmark Study, 2015. Download report for $495. includes report plus dataset in Excel). Download report for $495. includes report plus dataset in Excel). MORE
and higher of Verint Workforce Optimization supports customized reporting for user access rights? Fortunately, Verint makes it easy to access reports by person and organization to see an individual’s role and scope assignment. Did you know that Version 11.0 MORE
It’s the same for contact center reporting. Reporting that provides a transparent window into your contact center data helps you gain actionable insight that can differentiate your customer experience and boost your bottom line. Contact Center Reporting MORE
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. MORE
The post Citizen Experience is off to a good start under Trump (report) appeared first on ForeSee. Government Research & CX Data Citizen Experience E-Government FXI E-Government reportWhen the Trump administration released its proposed budget a month ago, analysts discerned an overarching theme: efficiency and cost cutting. The path to achieving that requires a focus on measuring and collecting data about the citizen experience. MORE
We just published a Temkin Group report, Economics of Net Promoter, 2016. Here’s the executive summary: Net Promoter® Score (NPS®) is a popular metric that companies use to analyze their customer experience efforts, but how does it actually relate to loyalty? We asked thousands of consumers to give an NPS to 294 companies across 20 industries, […]. Business impact Customer experience ROI of Customer Experience Temkin Group Research MORE
We published a Temkin Group report, 2015 Temkin Loyalty Index. This report ranks the loyalty of consumers to 293 companies across 20 industries. Download report for $395. includes report plus dataset in Excel). Download report for $395. MORE
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. Download report for $195. MORE
We just published a Temkin Group report, Employee Engagement Competency & Maturity, 2017. Here’s the executive summary of this annual review of employee engagement activities, competencies, and maturity levels for large companies: Engaged employees are critical assets to their organization. It’s not surprising, therefore, that customer experience leaders have more engaged employees than their peers. To […]. MORE
We just published a Temkin Group report, Unlocking Customer Insights From Contact Centers: From Agent Productivity to Enterprise Intelligence. Download report for $195. MORE
We published the 2016 Temkin Experience Ratings, the most comprehensive benchmark of customer experience. In the sixth year of the Ratings, we analyze feedback from 10,000 U.S. consumers to rate 294 organizations across 20 industries. Here’s the executive summary: 2016 marks the sixth straight year that we’ve published the Temkin Experience Ratings, a cross-industry, open standard benchmark of customer experience. This year, […]. MORE
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 […]. MORE
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. Download report for $195. MORE
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: […]. 4 CX Core Competencies Assessments Bruce Temkin Research Customer experience Temkin Group Research MORE
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. However, companies tend to ignore customer emotions, […]. MORE
and the All-New Report Hub appeared first on CustomerGauge. Introducing CustomerGauge 4.0! Like a proud parent parading our child’s 1st place prize, we’re happy to brag about our newest release, which we began rolling-out yesterday. MORE
The quote is in fact the very first line of the executive summary of this years Nunwood UK Customer Experience Excellence Report – a report that should be essential reading for any customer experience professional in the UK. MORE
Omnichannel is becoming more than a buzzword. Providing seamless experiences across channels and consistency in messaging and engagement is a 'must' for companies. In our connected world, the stakes are high for delivering CX that customers expect and want. Therefore, it's imperative for marketers to take on a greater role in evolving the experiences customers receive when interacting with their brands. MORE
According to a recent Forrester report , most companies are making the same three mistakes when it comes to customer experience: Failing to regularly measure CX quality. Download the full report for free here to learn how to implement these seven steps. MORE
We just published a Temkin Group report, Activating Middle Managers to Drive CX Change. In this report, we also describe the critical role that senior leaders must play across all of these strategies. Download report for $195. MORE
With the Institute of Customer Service reporting that customer satisfaction in the U.K. The post NEW REPORT: 63% of UK Consumers Have Left a Brand Due to Poor Customer Service appeared first on Parature. MORE
We just published a Temkin Group report, The Shift To Customer Journey Insights. Here’s the executive summary: Customer insights are critical to customer experience programs. However, current insights’ efforts tend to focus on individual interactions rather than on a customer’s entire journey, and as a result, they often fail to provide a complete picture of a […]. MORE
We just published a Temkin Group report, Employee Engagement Competency & Maturity, 2015. Download report for $195. The report includes data for benchmarking your organization’s employee engagement competency and maturity levels. Download report for $195. MORE
In a new comprehensive report, Vision Critical, in partnership with the insights consultancy Maru VCR&C, set out to uncover truths and bust myths about this elusive generation. Get your copy of the report. We collected a taste of the report’s most fascinating findings below. MORE
We published a Temkin Group report, Make Your VoC Action-Oriented. This report identifies five strategies for simplifying VoC programs: Stakeholder Empathy, Tailored Insights, Feedback Rationalization, Loop-Closing, and Customer Journey Alignment. Download report for $195. MORE
We published a Temkin Group report, The Federated Customer Experience Model. Here’s the executive summary: When a company starts its customer experience (CX) journey, it often establishes a centralized team to build the necessary internal capabilities and catalyze change. However, that team’s effectiveness can be limited by a number of things, including divided attention within lines […]. Best Practices Customer experience Temkin Group Research analytics text analytics MORE
The 2015 Global State of Multichannel Customer Service Report published by Parature, from Microsoft and Microsoft Dynamics CRM shows that geography does play a role in customers’ views on service. Download the Full Report. MORE
We published a Temkin Group report, ROI of Customer Experience, 2015. This report also includes a five-step approach for building a model that estimates the value of CX for your organization. Download report for $295. MORE
We just published a Temkin Group report, Engaging Millennials in the Workplace , which provides five employee engagement strategies for younger workers. Download report for $195. Here’s an overview of the five strategies: Download report for $195. MORE
We just published a Temkin Group report, Creating and Sustaining a Customer-Centric Culture. Download report for $195. Download report for $195. MORE
State of Multichannel Customer Service Report published by Microsoft Dynamics CRM and Parature, from Microsoft shows that consumers now use at least four different channels regularly when interacting with a brand or organization for customer-related questions and issues. MORE
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 […]. MORE
We just published a Temkin Group report, Tech Vendor NPS Benchmark, 2015 , The research examines Net Promoter Scores and the link to loyalty for 62 tech vendors based on feedback from IT decision makers in large North American organizations. Download report for $695. MORE
We just published a Temkin Group report, Economics of Net Promoter, 2015. Download report for $295. Download report for $295. You mat also want to see our latest NPS Benchmark Report with NPS data on 283 companies. MORE
The days of data tables, 100-slide presentations and 300-page reports are done. The smartest researchers today know that their job isn’t just to generate data points and reports. Today, storytelling is the key to communicating research findings in ways that create impact. MORE
Report Related Topics Vision Critical
JUNE 3, 2016
The days of data tables, 100-slide presentations and 300-page reports are done. The smartest researchers today know that their job isn’t just to generate data points and reports. Today, storytelling is the key to communicating research findings in ways that create impact.
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. However, companies tend to ignore customer emotions, […].
ijgolding
OCTOBER 21, 2014
The quote is in fact the very first line of the executive summary of this years Nunwood UK Customer Experience Excellence Report – a report that should be essential reading for any customer experience professional in the UK.
Vision Critical
OCTOBER 18, 2016
The report, The Everything Guide to Generation Z , provides statistics and insight for marketers, customer experience and innovation pros in all major industries. Download the report for more stats and insight on Gen Z.
Tricia Morris
OCTOBER 1, 2015
The 2015 Global State of Multichannel Customer Service Report published by Parature, from Microsoft and Microsoft Dynamics CRM shows that geography does play a role in customers’ views on service. Download the Full Report.
Experience Matters
OCTOBER 20, 2015
We published a Temkin Group report, ROI of Customer Experience, 2015. This report also includes a five-step approach for building a model that estimates the value of CX for your organization. Download report for $295.
Experience Matters
NOVEMBER 24, 2015
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. Download report for $195.
Tricia Morris
AUGUST 4, 2015
With the Institute of Customer Service reporting that customer satisfaction in the U.K. The post NEW REPORT: 63% of UK Consumers Have Left a Brand Due to Poor Customer Service appeared first on Parature.
Experience Matters
MARCH 3, 2015
Download report for Free You can also download the dataset in Excel for $395. Here’s how the industries compare with each other: Download report for FREE. We published the 2015 Temkin Experience Ratings , the most comprehensive benchmark of customer experience.
Qualtrics
APRIL 21, 2016
According to a recent Forrester report , most companies are making the same three mistakes when it comes to customer experience: Failing to regularly measure CX quality. Download the full report for free here to learn how to implement these seven steps.
Vision Critical
JULY 19, 2016
In a new comprehensive report, Vision Critical, in partnership with the insights consultancy Maru VCR&C, set out to uncover truths and bust myths about this elusive generation. Get your copy of the report. We collected a taste of the report’s most fascinating findings below.
Experience Matters
NOVEMBER 18, 2015
We published a Temkin Group report, 2015 Temkin Loyalty Index. This report ranks the loyalty of consumers to 293 companies across 20 industries. Download report for $395. includes report plus dataset in Excel). Download report for $395.
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. This blueprint to building a customer-centric organization is an update to our groundbreaking research that was […].
CustomerGauge
FEBRUARY 28, 2017
and the All-New Report Hub appeared first on CustomerGauge. Introducing CustomerGauge 4.0! Like a proud parent parading our child’s 1st place prize, we’re happy to brag about our newest release, which we began rolling-out yesterday.
Experience Matters
OCTOBER 24, 2016
We published a Temkin Group report, ROI of Customer Experience, 2016. This research shows that CX is highly correlated to loyalty across 20 industries. Here’s the executive summary: To understand the connection between customer experience (CX) and loyalty, we examined feedback from 10,000 U.S. consumers that describes both their experiences with and their loyalty to different companies. […].
BlueOcean
AUGUST 15, 2016
It’s the same for contact center reporting. Reporting that provides a transparent window into your contact center data helps you gain actionable insight that can differentiate your customer experience and boost your bottom line. Contact Center Reporting
Experience Matters
OCTOBER 13, 2015
We published a Temkin Group report, Net Promoter Score Benchmark Study, 2015. Download report for $495. includes report plus dataset in Excel). Download report for $495. includes report plus dataset in Excel).
Kerry Bodine
JULY 16, 2015
We’re thrilled to share the findings of our research in a FREE report: Smartwatch Apps That Work: 5 Value Drivers To Make Your App Indispensable. What’s the value of a smartwatch? What do consumers expect from these multitasking wearable devices?
Experience Matters
MARCH 8, 2016
We published the 2016 Temkin Experience Ratings, the most comprehensive benchmark of customer experience. In the sixth year of the Ratings, we analyze feedback from 10,000 U.S. consumers to rate 294 organizations across 20 industries. Here’s the executive summary: 2016 marks the sixth straight year that we’ve published the Temkin Experience Ratings, a cross-industry, open standard benchmark of customer experience. This year, […].
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. It includes a lot of details about customer experience within large organizations and examines their effectiveness across Temkin Group’s Four CX Core Competencies: […]. 4 CX Core Competencies Assessments Bruce Temkin Research Customer experience Temkin Group Research
Experience Matters
JUNE 5, 2017
We just published a Temkin Group report, Employee Engagement Competency & Maturity, 2017. Here’s the executive summary of this annual review of employee engagement activities, competencies, and maturity levels for large companies: Engaged employees are critical assets to their organization. It’s not surprising, therefore, that customer experience leaders have more engaged employees than their peers. To […].
Experience Matters
AUGUST 3, 2015
We just published a Temkin Group report, Behavioral Guide to Customer Experience Design. Download report for $195. Here are tactics for applying these human biases in your experience design efforts that we describe in the report: Download report for $195.
Verint
MAY 21, 2015
and higher of Verint Workforce Optimization supports customized reporting for user access rights? Fortunately, Verint makes it easy to access reports by person and organization to see an individual’s role and scope assignment. Did you know that Version 11.0
Experience Matters
MAY 15, 2017
We just published a Temkin Group report, The Shift To Customer Journey Insights. Here’s the executive summary: Customer insights are critical to customer experience programs. However, current insights’ efforts tend to focus on individual interactions rather than on a customer’s entire journey, and as a result, they often fail to provide a complete picture of a […].
Natalie Petouhof
FEBRUARY 17, 2016
Tweet This report looks at how companies, using the right software, can gain ROI from Customer Service and Customer Experience. Customer Care as a cost center is an unfounded p aradigm. In fact, executives have long thought of customer service or customer care as a cost center.
Experience Matters
SEPTEMBER 16, 2015
We just published a Temkin Group report, Tech Vendor NPS Benchmark, 2015 , The research examines Net Promoter Scores and the link to loyalty for 62 tech vendors based on feedback from IT decision makers in large North American organizations. Download report for $695.
Experience Matters
JUNE 1, 2015
We just published a Temkin Group report, Activating Middle Managers to Drive CX Change. In this report, we also describe the critical role that senior leaders must play across all of these strategies. Download report for $195.
Experience Matters
DECEMBER 29, 2015
We published a Temkin Group report, Make Your VoC Action-Oriented. This report identifies five strategies for simplifying VoC programs: Stakeholder Empathy, Tailored Insights, Feedback Rationalization, Loop-Closing, and Customer Journey Alignment. Download report for $195.
Experience Matters
JUNE 21, 2016
We just published a Temkin Group report, Economics of Net Promoter, 2016. Here’s the executive summary: Net Promoter® Score (NPS®) is a popular metric that companies use to analyze their customer experience efforts, but how does it actually relate to loyalty? We asked thousands of consumers to give an NPS to 294 companies across 20 industries, […]. Business impact Customer experience ROI of Customer Experience Temkin Group Research
Experience Matters
JUNE 16, 2015
We just published a Temkin Group report, Economics of Net Promoter, 2015. Download report for $295. Download report for $295. You mat also want to see our latest NPS Benchmark Report with NPS data on 283 companies.
Experience Matters
JULY 7, 2015
We just published a Temkin Group report, Unlocking Customer Insights From Contact Centers: From Agent Productivity to Enterprise Intelligence. Download report for $195.
Think Customers
APRIL 11, 2016
Omnichannel is becoming more than a buzzword. Providing seamless experiences across channels and consistency in messaging and engagement is a 'must' for companies. In our connected world, the stakes are high for delivering CX that customers expect and want. Therefore, it's imperative for marketers to take on a greater role in evolving the experiences customers receive when interacting with their brands.
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.
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. Download report for $195.
Experience Matters
MARCH 10, 2015
We just published a Temkin Group report, Engaging Millennials in the Workplace , which provides five employee engagement strategies for younger workers. Download report for $195. Here’s an overview of the five strategies: Download report for $195.
ForeSee
AUGUST 1, 2016
Find out in ForeSee’s FXI Retail Special Report appeared first on ForeSee. Customer Satisfaction Retail Apparel customer satisfaction ForeSee reports FXI ScoresOnline sales of retail apparel and accessories is seeing huge growth, both here in the U.S. and across the globe.
Experience Matters
JULY 28, 2015
We just published a Temkin Group report, Employee Engagement Competency & Maturity, 2015. Download report for $195. The report includes data for benchmarking your organization’s employee engagement competency and maturity levels. Download report for $195.
ForeSee
MAY 23, 2017
The post Citizen Experience is off to a good start under Trump (report) appeared first on ForeSee. Government Research & CX Data Citizen Experience E-Government FXI E-Government reportWhen the Trump administration released its proposed budget a month ago, analysts discerned an overarching theme: efficiency and cost cutting. The path to achieving that requires a focus on measuring and collecting data about the citizen experience.
Experience Matters
SEPTEMBER 10, 2015
We just published a Temkin Group report, Creating and Sustaining a Customer-Centric Culture. Download report for $195. Download report for $195.
Experience Matters
MARCH 23, 2016
We published a Temkin Group report, The Federated Customer Experience Model. Here’s the executive summary: When a company starts its customer experience (CX) journey, it often establishes a centralized team to build the necessary internal capabilities and catalyze change. However, that team’s effectiveness can be limited by a number of things, including divided attention within lines […]. Best Practices Customer experience Temkin Group Research analytics text analytics
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