Report: ROI of Customer Experience, 2018

Experience Matters

We just published a Temkin Group report, ROI of Customer Experience, 2018. The post Report: ROI of Customer Experience, 2018 appeared first on Customer Experience Matters®. Here’s the executive summary: To understand the connection between customer experience (CX) and loyalty, we examined feedback from 10,000 U.S. consumers describing both their experiences with and their loyalty to different companies.

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Report: Net Promoter Score Benchmark Study, 2018

Experience Matters

We published a Temkin Group report, Net Promoter Score Benchmark Study, 2018. The post Report: Net Promoter Score Benchmark Study, 2018 appeared first on Customer Experience Matters®. This is the seventh year of this study that includes Net Promoter® Scores (NPS®) on 342 companies across 20 industries. Here’s the executive summary: Many large companies use Net Promoter® Score (NPS®) to evaluate their customers’ loyalty.

Report: Humanizing Digital Interactions

Experience Matters

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, […].

Report: 2015 Temkin Experience Ratings

Experience Matters

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.

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Executive Report: The Customer Data Too Often Overlooked by the C-Suite

This report. Deliver impactful reports Make it easy for anyone across the organization. Implement reporting solutions. These reports will cut through. reporting–that transforms the contact center into a customer engagement center and a valuable source. Reporting

Report: Tech Vendor NPS Benchmark, 2017 (B2B)

Experience Matters

We just published a Temkin Group report, Tech Vendor NPS Benchmark, 2017. The research examines Net Promoter Scores® (NPS®) and the link to loyalty for 58 tech vendors based on feedback from 800 IT decision makers in large North American organizations. We also compared overall results to our benchmarks from the previous five years. Here’s the executive summary: For the sixth year in a row, we looked at the correlation between NPS and loyalty for technology vendors.

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Report: Five Steps For Building A Strong CX Metrics Program

Experience Matters

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. The post Report: Five Steps For Building A Strong CX Metrics Program appeared first on Customer Experience Matters®.

Report: ROI of Customer Experience, 2015

Experience Matters

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.

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Report: 2015 Temkin Loyalty Index

Experience Matters

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.

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Report: 2018 Temkin Experience Ratings (U.S.)

Experience Matters

The post Report: 2018 Temkin Experience Ratings (U.S.) 2018 marks the eighth straight year that we’ve published the Temkin Experience Ratings, a cross-industry, open standard benchmark of customer experience. To generate these Ratings, we asked 10,000 U.S. consumers to rate their recent interactions with 318 companies across 20 industries and then evaluated their experiences across three dimensions: success, effort, and emotion.

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Research Report: Medical Field Service & Integrated Solutions

Astea

Download this new research report from Astea and WBR Insights—entitled “ Benchmarking Medical Field Service Management and a New Generation of Integrated Solutions ”—to see the latest on: how the leaders of medical field service are prioritizing and aligning themselves with patient satisfaction.

The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

A recent report found. This report from. Not only that, another report revealed that. same metrics to every channel Use integrated reporting insights: With advanced ana- lytics and reporting capabilities, companies can quickly. reporting, visualize.

Report: Temkin Loyalty Index, 2016

Experience Matters

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. consumers feel towards 294 companies across 20 industries. To determine companies’ TLi, we […]. Benchmarks Customer experience Temkin Group Research loyalty

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Research Report: Medical Field Service & Integrated Solutions

Astea

Download this new research report from Astea and WBR Insights—entitled “ Benchmarking Medical Field Service Management and a New Generation of Integrated Solutions ”—to see the latest on: how the leaders of medical field service are prioritizing and aligning themselves with patient satisfaction.

Report: The Future of Customer Experience Insights

Experience Matters

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.

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Report: Behavioral Guide to Customer Experience Design

Experience Matters

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.

Report: Channel Preferences Benchmark, 2018

Experience Matters

The post Report: Channel Preferences Benchmark, 2018 appeared first on Customer Experience Matters®. We just published a Temkin Group data snapshot, Channel Preferences Benchmark, 2018. Here’s the executive summary: In Q3 2017, we surveyed 10,000 U.S.

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Study: The Health of the Contact Center

This report details the opin- ions of over 1,000 contact center employees in the US and the UK, the confidence they have in succeeding at their. And it’s true: the report data also shows that call volume. VoC) analytics and advanced reporting–that transforms the contact center into a.

Report: Employee Engagement Competency & Maturity, 2018

Experience Matters

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®.

Report: Net Promoter Score Benchmark Study, 2015

Experience Matters

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).

Report: ROI of Customer Experience, 2014

Experience Matters

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.

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Report: ROI of Customer Experience, 2016

Experience Matters

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. […].

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Report: Temkin Loyalty Index, 2017

Experience Matters

We published a Temkin Group report, Temkin Loyalty Index, 2017. Download report for $295 (Includes report plus dataset in Excel. The post Report: Temkin Loyalty Index, 2017 appeared first on Customer Experience Matters®. This is the third year of this study that examines the loyalty of 10,000 U.S. consumers to 329 companies across 20 industries.

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How to Get Actionable Insight from your Contact Center Reporting

BlueOcean

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

Report: Engaging A Tethered Workforce

Experience Matters

We just published a Temkin Group report, Engaging A Tethered Workforce. Here’s the executive summary: Companies across a number of industries create and deliver customer experiences (CX) through a combination of traditional employees and other workers who they do not directly control – such as contractors or employees of channel partners or outsourcing partners. Despite […].

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Report: Unlocking Customer Insights From Contact Centers

Experience Matters

We just published a Temkin Group report, Unlocking Customer Insights From Contact Centers: From Agent Productivity to Enterprise Intelligence. Download report for $195.

Report: Net Promoter Score Benchmark Study, 2016

Experience Matters

We published a Temkin Group report, Net Promoter Score Benchmark Study, 2016. This is the fifth year of this study that includes Net Promoter® Scores (NPS®) on 315 companies across 20 industries based on a study of 10,000 U.S. consumers. Here’s the executive summary: As many large companies use Net Promoter® Score (NPS) to evaluate their customer loyalty, Temkin Group […].

Report: State of the CX Profession, 2018

Experience Matters

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®. This is the fifth year that we’ve examined the roles of CX professionals and the third year that we’ve done a compensation study.

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Report: Engaging Millennials in the Workplace

Experience Matters

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.

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Report: Economics of Net Promoter, 2015

Experience Matters

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.

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2018 Home Renovation Report: Homeowner Trends, Spending and Priority Projects

QuestionPro Audience

To view our infographic with full report findings, click here. . While President Trump can be a controversial topic, only 28% report taking the presidential administration into consideration before making home improvement plans. Download the full infographic report here.

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Report: Translating Brand Promises into Employee Behaviors

Experience Matters

We just published a Temkin Group report, Translating Brand Promises into Employee Behaviors. Here’s the executive summary: Temkin Group has found that the companies that deliver great customer experience use their brand as a blueprint for how they treat customers, which is why Compelling Brand Values is one of our four customer experience core competencies. Too […].

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Report: Lessons in CX Excellence, 2015

Experience Matters

We just published a Temkin Group report, Lessons in CX Excellence, 2015. The report provides insights from 8 finalists in the Temkin Group’s 2014 CX Excellence Awards. The report, which is 98 pages long, includes an appendix with the finalists’ nomination forms.

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Report: Propelling Experience Design Across An Organization

Experience Matters

We just published a Temkin Group report, Propelling Experience Design Across An Organization. This report explores how companies can use Experience Design – which we define as a repeatable, human-centric approach for creating emotionally resonant interactions – to craft consistently excellent interactions and how they can share and spread these capabilities across the entire organization.

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Report: Employee Engagement Competency & Maturity, 2015

Experience Matters

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.

Report: Evaluating Mobile eGift Card Purchasing Experiences

Experience Matters

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.

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Report: Tech Vendor NPS Benchmark, 2015 (B2B)

Experience Matters

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.

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Report: Net Promoter Score Benchmark Study, 2014

Experience Matters

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).

Report: 2016 Temkin Experience Ratings

Experience Matters

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, […].

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Report: Tech Vendor NPS Benchmark, 2016 (B2B)

Experience Matters

We just published a Temkin Group report, Tech Vendor NPS Benchmark, 2016, The research examines Net Promoter Scores and the link to loyalty for 62 tech vendors based on feedback from 800 IT decision makers in large North American organizations. We also compared overall results to our benchmarks from the previous four years. Here’s the executive summary: For the […].

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2016 Temkin Group Research Reports

Experience Matters

All of this research led to reports covering best practices, trends, […]. 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. Customer experience

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Report: Employee Engagement Benchmark Study, 2015

Experience Matters

We just published a Temkin Group report, Employee Engagement Benchmark Study, 2015 , which is our annual analysis of U.S. Download report for $195. Download report for $195.

Report: State of the CX Profession, 2015

Experience Matters

We just published a Temkin Group report, State of the CX Profession, 2015. Download report for $195. CX continues to be a great profession… Download report for $195.

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