‘Customer excellence is here: it’s just not very evenly distributed yet’. The Nunwood 2014 UK Customer Experience Excellence Report

ijgolding

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.

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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, […].

4 storytelling devices to enhance your research reports and presentations

Vision Critical

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.

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Achieve CX Zen with Focused Reporting

MaritzCX

Focusing on what matters is essential to your daily life and to your business. Without focus, we would walk blindly through life. In the article How The Power of Focus Can Lead You To Success there is a story of a Zen master teaching his students. The Zen master wanted to show his students a.

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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2015 Global Customer Service Report: Customer Expectations and Location, Location, Location

Tricia Morris

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.

The Influencers Customer Service Report

Brad Cleveland

Recently, I was reminded about a report that OneReach put together in October. The resulting report provides food for thought from multiple angles. It was a privilege to be asked to contribute to the report. You can download the full report here.

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. Download report for $195.

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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.

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

NEW REPORT: 98% of U.S. Consumers Say Customer Service is Important in Choice of, Loyalty to Brands

Tricia Morris

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.

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.

The Human Factor in Digital Customer Experience – Free Report

inContact

Forrester Research, one of the most influential research and advisory firms in the world, reports regularly on digital customer experience trends. In both trends, the report illustrates how companies maintain the human element as the umbrella to the innovation.

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: 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, […].

Report: The State of CX Metrics, 2017

Experience Matters

We published a Temkin Group report, The State of CX Metrics, 2017. The post Report: The State of CX Metrics, 2017 appeared first on Customer Experience Matters®. 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.

Report: The Shift To Customer Journey Insights

Experience Matters

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 […].

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: The Four Customer Experience Core Competencies (Free)

Experience Matters

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 […].

Report: 2017 Temkin Experience Ratings of Tech Vendors

Experience Matters

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. Here is the executive summary of the report: The 2017 Temkin Experience Ratings of Tech Vendors evaluates the customer experience of 58 large technology vendors.

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.

NEW REPORT: 63% of UK Consumers Have Left a Brand Due to Poor Customer Service

Tricia Morris

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.

Report: Activating Middle Managers to Drive CX Change

Experience Matters

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.

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.

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.

7 Steps to Dynamic Customer Experience Measurement [Forrester Report]

Qualtrics

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.

The ultimate report on Millennial customers: Gen Y attitudes and their impact on tech, finance, media and other major industries

Vision Critical

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.

Report: Make Your VoC Action-Oriented

Experience Matters

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.

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: 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: Economics of Net Promoter Score, 2016

Experience Matters

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

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.

Planning for 2018? These Blogs and Reports Should Help

inContact

And in case you’ve missed it, here are some hot reports you can only get through NICE inContact for a little while longer, so better download your copy now! These Blogs and Reports Should Help appeared first on inContact Blog.

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.

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: Creating and Sustaining a Customer-Centric Culture

Experience Matters

We just published a Temkin Group report, Creating and Sustaining a Customer-Centric Culture. Download report for $195. Download report for $195.

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: […]. 4 CX Core Competencies Assessments Bruce Temkin Research Customer experience Temkin Group Research

Top 3 Insights from the 2016 Global Contact Center Benchmarking Report

Calabrio

One of the places I look for trends is in the 2016 Dimension Data Global Contact Centre Benchmarking Report , the most extensive global contact center survey in the industry. Below are the top three insights from the report and what you can do to make sure your business stays ahead. The post Top 3 Insights from the 2016 Global Contact Center Benchmarking Report appeared first on Calabrio.

Report: The Federated Customer Experience Model

Experience Matters

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

Tech Tip - Gaining Insight from User Role Reports

Verint

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