Experience Matters

DECEMBER 15, 2015

With this post, I’m declaring 2016 “ The Year of Emotion.”. In this environment, we expect to see: Culture Change Intensifying. Peter Drucker once said, “ Culture eats strategy for lunch.” We agree and believe that customer experience is a reflection an organization’s culture and operating processes.

2016 91

2016 Customer Experience Customer Connectedness 2015 91

Experience Matters

DECEMBER 16, 2016

If you’ve followed our research, then you know that organizations build and sustain customer-centric cultures by mastering the Four CX Core Competencies: Purposeful Leadership, Compelling Brand Values, Employee Engagement, and Customer Connectedness.

Customer Connectedness 87

Customer Connectedness 2016 Customer Experience Customer Centricity 87

Experience Matters

DECEMBER 16, 2016

If you’ve followed our research, then you know that organizations build and sustain customer-centric cultures by mastering the Four CX Core Competencies: Purposeful Leadership, Compelling Brand Values, Employee Engagement, and Customer Connectedness.

Customer Connectedness 61

Customer Connectedness 2016 Customer Experience Customer Centricity 61

Experience Matters

NOVEMBER 9, 2016

I’m sure you’re not surprised to hear that mobile customer experience is on the rise, but this infographic provides some more insights on what that shift looks like.

2016 127

2016 Insights Customer Experience Customer Connectedness 127

Experience Matters

NOVEMBER 9, 2016

I’m sure you’re not surprised to hear that mobile customer experience is on the rise, but this infographic provides some more insights on what that shift looks like.

2016 101

2016 Insights Customer Experience Customer Connectedness 101

Experience Matters

JANUARY 9, 2017

The report provides insights from eight finalists in the Temkin Group’s 2016 CX Excellence Awards. This report has rich insights about both B2B and B2C customer experience. The report, which has 62 pages of content, includes an appendix with the finalists’ nomination forms. Here’s the […].

2017 75

2017 B2C 2016 B2B 75

Experience Matters

JANUARY 9, 2017

The report provides insights from eight finalists in the Temkin Group’s 2016 CX Excellence Awards. This report has rich insights about both B2B and B2C customer experience. The report, which has 62 pages of content, includes an appendix with the finalists’ nomination forms. Here’s the […].

2017 48

2017 B2C 2016 B2B 48