Experience Matters

OCTOBER 15, 2014

We just published a Temkin Group report, State of Voice of the Customer Programs, 2014. Here’s the executive summary: For the fourth straight year, Temkin Group has benchmarked the maturity of voice of the customer (VoC) programs within large organizations. Download report for $195.

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2014 Customer Connectedness Net Promoter Score Effort Score 100

Experience Matters

NOVEMBER 11, 2014

Voice of the customer programs are a cornerstone for most customer experience efforts. That’s why Temkin Group put together this infographic with insights from our research. Here are links to the research referenced in the infographic: State of VoC Programs, 2014. What Happens After a Good or Bad Experience, 2014.

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Customer Connectedness 2014 Download Customers 125

Experience Matters

JANUARY 20, 2015

The report provides insights from 8 finalists in the Temkin Group’s 2014 CX Excellence Awards. This report has rich insights about both B2B and B2C customer experience. Finalists are Activision Customer Care, Aetna, Crowe Horwath LLP, Dell Inc., Download report for $195.

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2015 Customer Connectedness Net Promoter Score 2014 108

Experience Matters

MARCH 17, 2015

Here are some highlights from the data snapshot that contains 13 data-rich charts: 42% of respondents think their CX efforts had a moderately or significantly positive impact on the business in 2014 and 78% expect to have a positive impact in 2015. 81% of respondents expect to put more focus on customer insights and analytics.

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2015 Customer Connectedness Customer Experience 2014 102

Experience Matters

MAY 12, 2015

Companies have also achieved the best scores we’ve seen for two of our four core competencies, Employee Engagement and Customer Connectedness. The research also shows that customer experience maturity correlates to financial results.

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2015 Customer Connectedness Management 2014 106

Experience Matters

JANUARY 6, 2015

In my post last year, I named 2014 “ The Year of Empathy.” We’ve recently seen a surge in the number of companies looking to build more customer-centric cultures and train their people on CX. Voice of the employee efforts are becoming an integral component of modern voice of the customer programs.

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2015 Customer Journey Mapping Contact Center 2014 132

Experience Matters

OCTOBER 27, 2015

We found that while most organizations consider their VoC efforts to be successful, less than one-third of organizations actually believe they are good at making changes to the business based on these insights. See the State of VoC reports from 2010 , 2011 , 2013 , and 2014. Download report for $195.

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