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. Executives in companies with stronger CX competencies also tend to focus more on building a customer-centric culture and less on cutting costs. Download report for $195.

2015 106

2015 Customer Connectedness Management 2014 106

Experience Matters

MARCH 17, 2015

81% of respondents expect to put more focus on customer insights and analytics. Building a customer-centric culture and predictive analytics are the areas that jumped the most this year when respondents identified the things that would have a significant impact on their organization’s CX in three years.

2015 102

2015 Customer Connectedness Customer Experience 2014 102

Experience Matters

AUGUST 28, 2014

Analysts who work with customer data are often frustrated by the slow uptake in its usage. They see a ton of valuable insights in their work that go to waste. They’re frustrated that business partners aren’t lining up for as much of this insight as they can possibly consume. Customer Connectedness Customer experience'

Customer Connectedness 125

Customer Connectedness Customer Centricity Insights Events 125

Experience Matters

APRIL 3, 2015

Our research has shown that customer-centric organizations demonstrate four CX core competencies : Purposeful Leadership :Leaders operate with a clear, well-articulated set of values. Compelling Brand Values : Brand attributes drive decisions about the company treats customers.

Culture 128

Culture Customer Connectedness Airlines Customer Centricity 128

Experience Matters

JANUARY 6, 2015

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. In my post last year, I named 2014 “ The Year of Empathy.” CX Training & Engagement.

2015 132

2015 Customer Journey Mapping Contact Center 2014 132

Clicktools

MAY 18, 2017

If you haven’t read the report (or at least the executive summary), I strongly recommend that you do, but even if not, you’ll still see some value in understanding how technology plays a critical role in running a customer-centric company. Compelling Brand Values : Deliver on your brand promises to customers.

Technology 51

Technology Customer Connectedness Brand Values Leadership 51

Experience Matters

DECEMBER 15, 2015

We agree and believe that customer experience is a reflection an organization’s culture and operating processes. Organizations will rethink their offerings and operating processes, baking in assumptions that customers and employees are continuously connected. Speech Analytics Piloting. Metrics to Action Realigning.

2016 91

2016 Customer Experience Customer Connectedness 2015 91

Experience Matters

SEPTEMBER 29, 2015

Creating a CJM is only the first step in the process for change; the real benefit comes from using the insights from CJMs to drive action.

Customer Journey Mapping 96

Customer Journey Mapping Customer Journey Download Customer Centricity 96

Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Same as with B2B customers, B2C customers expect a consistent and personalized omnichannel experience.

Definition 178

Definition Net Promoter Score Customer Experience B2C 178

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. We just published a Temkin Group report, Lessons in CX Excellence, 2017. Here’s the […].

2017 75

2017 B2C 2016 B2B 75

Experience Matters

JANUARY 8, 2018

The report provides insights from six winners in the Temkin Group’s 2017 CX Excellence Awards. This report has rich insights about both B2B and B2C customer experience. We just published a Temkin Group report, Lessons in CX Excellence, 2018.

2018 58

2018 2017 B2C B2B 58

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

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. We just published a Temkin Group report, Lessons in CX Excellence, 2017. Here’s the […].

2017 48

2017 B2C 2016 B2B 48

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

Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place. So let’s start!

Net Promoter Score 114

Net Promoter Score Customer Experience CEM B2C 114

Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place. So let’s start!

Definition 64

Definition Net Promoter Score Customer Experience CEM 64