Making AI Customer-Centric

Making AI Customer-Centric (Temkin Group Report)Temkin Group just published a new report, Making AI Customer-Centric. Here’s the executive summary:

The use of Artificial Intelligence (AI) – often in the form of chatbots and intelligent virtual assistants – is becoming more widespread in customer experience. However, despite its prevalence, few companies are employing AI in the right scenarios or using it to its fullest potential. In this report, Temkin Group creates a model and shares best practices for AI-Driven Interfaces (AIDI), which we define as digital interactions with customers that are being directly manipulated by machine learning algorithms.

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Purchase and download Temkin Group report: Making AI Customer-Centric

To successfully deploy customer-centric AI, companies need to:

  • Integrate the elements of the Human Conversational Model into the design of AIDI.
  • Bring together Five Ingredients: Conversational Design, Targeted Use Cases, Optimized Data Aggregation, Responsive AI Engine, and Continuous Tuning.
  • Determine Organizational AI Readiness before deployment by tying AI to business strategy, auditing data sources, assessing employee skills, and planning for agent/AIDI interactions.

Five Ingredients of Customer-Centric AI

Download report for $195
Purchase and download Temkin Group report: Making AI Customer-Centric

The Future of VoC Actionable Insights: Assistance Engines

Earlier this week I gave a speech called “The Future of CX: Humanistic, Prescriptive, and Responsive.” During that session, I discussed a missing link in today’s VoC technology: Assistance Engines. Here’s a picture of the future that I have in mind.

Before I describe Assistance Engines, I want to go back to 2010 when I labelled VoC technologies as Customer Insight & Action (CIA) Platforms. The naming was important, because […] Continue Reading…

2018 Temkin Trust Ratings (U.S.): USAA and Wegmans On Top

Temkin Group announces the release of the 2018 Temkin Trust Ratings (TTR). Based on a study of 10,000 U.S consumers, the ratings benchmarks the level of trust that consumers have with 318 companies across 20 industries. USAA’s (TTR of 81%) banking business earned the top spot, followed by Wegmans (79%), credit unions (77%), H-E-B (77%), and USAA’s credit card and insurance businesses (75%). Four TV/Internet service providers earned the lowest TTR: Comcast […] Continue Reading…

The Past, Present, And Future Of CX(PA)

This week I gave a keynote at the Customer Experience Professional  Association (CXPA) Insight Exchange in New Orleans. As alway, it was a great event; there’s almost nothing better than a group of enthusiastic CX professionals!  We’ve come a long way since we had the first CXPA event at Fenway Park in 2011.
The Overall Storyline
My speech was entitled The Past, Present, and Future of CX(PA). The core component of my […] Continue Reading…

Introducing CX Sparks: Customer Experience Discussion Guides

We’ve heard from many of our readers that they often use our blog content, especially our videos, as part of their team meetings. They find that the information we share can initiate powerful discussions.

We decided to more actively support this usage with a new offering, CX Sparks. These are free guides that we’ve created to help you drive stimulating discussions. These can be useful for:

Your team meetings
Executive […] Continue Reading…

Building A Strong Voice of The Customer Program (Infographic)

Voice of the Customer (VoC) programs are a critical component for many CX efforts. This infographic examines those efforts. Make sure to visit our VoC/NPS Resource Page for more help in building your VoC program.

Here are links to download different versions of the infographic:

Infographic: in .png format, in .pdf format
18″ x 24″ poster: in .jpg format, in .pdf format

Here are links to the research referenced in the infographic:

State of VoC Programs, […] Continue Reading…

Report: Fan Experience Benchmark: U.S. Professional Sports

We just published a Temkin Group report, Fan Experience Benchmark: U.S. Professional Sports: U.S. Consumers’ TV Preferences And In-Person Experiences For MLB, MLS, NASCAR, NBA, NFL, NHL, PGA, USTA, and WNBA.

For seven years in a row, Temkin Group has tracked U.S. consumers’ preferences for watching professional sports on TV. This year, we also examined their experience when attending a live sporting event. Here are some highlights from this research:

NFL is […] Continue Reading…

Introducing The SLICE-B Experience Review Guide

Do you want to examine experiences through the eyes of your customers? I’m happy to announce that we’ve just released online training to help you use on of our tools, the SLICE-B Experience Review Guide. We’ve used it in our research and consulting, taught it within some of our workshops, and now we’ve made it even easier for people to use on their own.

You can purchase access to the training […] Continue Reading…

2018 Temkin Forgiveness Ratings: USAA and ACE Rent A Car On Top

Every organization makes some mistakes, so an important area of loyalty is the willingness of customers to forgive them. That’s why Temkin Group has been measuring forgiveness for eight years.

This product is the dataset, in excel, for the 2018 Temkin Forgiveness Ratings (TFR).It uses feedback from 10,000 U.S. consumers to rate how likely consumers are to forgive 318 organizations across 20 industries after they make a mistake. It includes the TFR for 318 companies […] Continue Reading…

2018 Temkin Experience Ratings: 20 Industry Snapshots

We released the 2018 Temkin Experience Ratings that ranks the customer experience of 318 companies across 20 industries based on a survey of 10,000 U.S. consumers. Here’s a link to FAQ’s about the Ratings.

As a follow-up, we published blog posts that examine the results for each of the 20 industries. You can see links to all of those industry snapshots below:

> Airlines
> Auto Dealers
> Banks
> Computers & Tablets
> Credit Card […] Continue Reading…

Don’t Blame Starbucks, It’s On All Of Us

You’ve likely heard the news about a Starbucks in Philadelphia where two African-American men were arrested for not leaving the store. They were denied access to the bathroom and asked to leave because they had not purchased anything. I’ve been guilty of doing that same thing, but luckily no one has called the police to have me removed.

I applaud Starbucks’ swift and robust response to the situation. CEO Kevin […] Continue Reading…

Report: Propelling Experience Design Across An Organization

We just published a Temkin Group report, Propelling Experience Design Across An Organization.

Although customer experience (CX) management has become a relatively common activity within large organizations, companies still struggle to deliver consistently positive experiences to their customers. One major issue impeding companies’ current CX efforts is that few organizations design customer interactions in a purposeful and deliberate manner. This report explores how companies can use Experience Design – which we […] Continue Reading…

Temkin Well-Being Index for U.S. Consumers Experiences Major Decline

Executive Summary: The Temkin Well-Being Index dropped from 65.9% in 2017 to 63.4% in 2018, the largest drop we’ve seen. It was caused by declines across all three areas, happiness, healthiness, and financial security.
Temkin Group has been doing large-scale consumer research for several years. As part of our ongoing studies, we track many consumer attitudes. To gauge the overall quality of life for the U.S. population, we created the […] Continue Reading…

Temkin Experience Ratings Industry Snapshot: Investments

We recently released the 2018 Temkin Experience Ratings (TxR) that ranks the customer experience of 318 companies across 20 industries based on a survey of 10,000 U.S. consumers. TxR is based on consumers evaluating their experiences across three dimensions: success, effort, and emotion. See our FAQs about the Temkin Experience Ratings.

Congratulations to Fidelity Investments for delivering the best customer experience across investment firms.

Of the 13 investment firms included in this year’s Ratings, […] Continue Reading…