Temkin Group, Qualtrics, And SAP

Well, this has been a crazy month. In case you missed it, Temkin Group was acquired by Qualtrics. We weren’t able to discuss it too much, because Qualtrics was in a pre-IPO quiet period. And then SAP acquired Qualtrics. Can you say Pac-Man?!?!

A month ago, I would have provided my independent analysis of these acquisitions. I can’t do that anymore, I’m now biased. But here’s my read of the general environment that led to these moves.

Experience management (XM) isn’t new. It’s been one of the key differentiators for organizations for decades. Companies that understand their customers’ needs, engage their employees, build valuable products, and have trusted brands have been winners. Period.

What’s relatively new is that XM now has a language, which allows us to talk about it and embrace it. Now that XM is in the light, we are starting to decode its “secrets.” Platforms like Qualtrics are enabling enhanced XM capabilities, which are being tapped into by professionals who are developing more innovative and repeatable XM practices, in organizations that have increasingly XM-embracing perspectives.

It’s the perfect time to be focusing on XM!

Let’s chat about the technology for a second. In 2010, I rejected the description of this space as Enterprise Feedback Management (EFM), which was the popular moniker. Instead, I called the space Customer Insight and Action (CIA) Platforms. Managing feedback has never been a differentiator. Organizations don’t succeed by managing feedback, they succeed by taking action on insights that come from many sources, combining experience data (X-Data) and operational data (O-Data).

It’s taken a while for the vendors and practitioners to adjust to this perspective. That’s why companies are still pretty weak at taking action. But things are shifting. As you can tell from our acquisition, we believe that Qualtrics has been making the most significant strides towards this vision — helping organizations take actions based on insights.

As Qualtrics becomes more of an action-enabler across an organization, it moves from a niche technology to a fundamental component of enterprise architecture. As a matter of fact, it’s likely to evolve into one of the most important elements of an enterprise’s technology stack. Why? Because it’s enabling XM, which we’ve already seen is a key differentiator.

To bring this story full circle, I need to go back more than 15 years when my team at Forrester Research was responsible for covering the CRM market, which included SAP. In 2002, I won a research award for my report called Forget CRM, Focus On The Customer Experience. I argued that widespread disappointing results for CRM were a result of a pure technology-orientation, and that companies needed to focus more on developing practices and perspectives that used the technology to better serve customers.

Maybe I should have also predicted the Temkin Group, Qualtrics, and SAP moves back in 2002. Alas, I’m just happy to be a part of bringing XM to life in 2018.

CX Myth #4: Net Promoter Score Is The Best/Worst Metric

Many common beliefs about customer experience are misguided, based on oversimplifications or a lack of consideration for real-world constraints. In this series of posts, we debunk these myths.

CX Myth #4: Net Promoter Score Is The Best/Worst Metric
What’s Wrong: People often argue that Net Promoter Score (NPS) is the greatest metric, while other people argue that it’s a terrible metric. Both of those points of view are off the mark.

What’s […] Continue Reading…

Great News: Temkin Group Joins Forces With Qualtrics

I’m thrilled to announce that Temkin Group has been acquired by Qualtrics. Together, our goal is to create the world’s premiere center of excellence for all things experience management (XM).

This new center––the Qualtrics XM Institute––brings together the industry’s foremost thought leaders to help shape the future of experience management, establish and publish best-practices, drive product innovation, and enable certification and training programs that further build a community of XM […] Continue Reading…

For Employees, A Positive Impact Means More Than Money

In our latest consumer benchmark study, we asked more than 5,000 U.S. employees what they felt was the most important thing they want to accomplish at work. The top motivator, by a very large margin, is Making a positive impact. This option was chosen three times more frequently than the next highest option, Earning a lot of money.

I also examined the data by age groups. It turns out that […] Continue Reading…

Baseball Fans Lean To The Right

As a die-hard Red Sox fan, I really enjoy watching the MLB playoffs. As a matter of fact, baseball is one of the two major U.S. sports that has gained TV fans since 2012 (see our Fan Experience Benchmark). But even with sports on TV, I couldn’t hide from the news updates full of partisan political bickering. So it made me think… what are the political views of baseball fans?

I know that’s […] Continue Reading…

eBook: Humanizing Customer Experience

Temkin Group has labeled 2018 “The Year of Humanity.” To support this theme, over the past year we have conducted research and developed content – such as this eBook – specifically aimed at helping fellow CX professionals improve the world around us. In this eBook, Humanizing Customer Experience, you will learn about:

The Six Key Traits Of Human Beings that are important to understand how people think, feel, and act.
[…] Continue Reading…

Report: Net Promoter Score Benchmark Study, 2018

We published a Temkin Group report, Net Promoter Score Benchmark Study, 2018. This is the seventh year of this study that includes Net Promoter® Scores (NPS®) on 342 companies across 20 industries.
Here’s the executive summary:
Many large companies use Net Promoter® Score (NPS®) to evaluate their customers’ loyalty. To compare scores across organizations and industries, Temkin Group measured the NPS of 342 companies across 20 industries based on a survey of 10,000 U.S. […] Continue Reading…

Oxford CEO Demonstrates Purposeful Leadership

One of the key ingredients to a customer-centric organization is Purposeful Leadership. To keep an entire company moving in tandem, leaders must articulate and commit to a clear purpose – one that aligns all employees’ day-to-day decisions and is more compelling than simply increased profits. What does that look like?

This video from Oxford Properties’ CEO Michael Turner is a great example of Purposeful Leadership in action (thanks to Roger Pugsley for […] Continue Reading…

Lessons From Temkin Group’s Humanity Workshops

Throughout the year, Temkin Group has been focused on making 2018, “The Year of Humanity.” As a part of our commitment to this critical theme, we developed a highly interactive workshop “Humanizing CX,” which I’ve led for 10 Customer Experience Professionals Association local networking events in cities across the U.S. and Canada.

It’s been an amazing experience to see the overwhelmingly positive response from more than 600 CX professionals.

The workshop has […] Continue Reading…

Humanity And Customer Experience Go Hand In Hand

Hopefully you know by now that Temkin Group has labelled 2018, The Year of Humanity. We’ve been trying to propel people to embrace diversity, extend compassion, and express appreciation.

We’ve been doing research as part of that effort. In our latest consumer benchmark study of 10,0000 U.S. consumers, we added questions about how often people demonstrate those three behaviors. We then analyzed their responses based on how they rated the […] Continue Reading…

Announcing the 2018 CX Excellence Awards

Are you proud of the work that your organization is doing to deliver great customer experience or to improve its customer experience? If so, consider submitting a nomination for Temkin Group’s 6th annual Customer Experience Excellence Awards.

The award is open to all organizations around the world, whether their customers are consumers, fans, visitors, students, citizens, companies, patients, or any other group.

Nominations are due by October 12th. (Here’s the nomination form)

The […] Continue Reading…

FREE Temkin Group Industry CX Webinars

Temkin Group publishes a large amount of industry- and company-specific research, so we often do webinars that highlight what’s happening in customer experience in those industries. Over the next couple of months, we plan to hold free webinars in the following areas:

September 18: Industry CX Spotlight: Banking
September 20: Industry CX Spotlight: Airlines
September 27:  Industry CX Spotlight: Rental Cars
October 5: Industry CX Spotlight: Hotels
October 10: Industry […] Continue Reading…

Report: Tech Vendor NPS & Loyalty Benchmark, 2018 (B2B)

We just published Temkin Group’s annual Tech Vendor NPS & Loyalty Benchmark Study. Here’s the executive summary:
For the seventh year in a row, we have calculated the Net Promoter Score® (NPS®) of over 60 technology vendors and analyzed the correlation between NPS and four client loyalty behaviors – likelihood of repurchasing from that technology vendor, likelihood of trying new offerings, likelihood of forgiving the vendor if it makes a mistake, […] Continue Reading…

CX Myth #3: You Can’t Manage What You Don’t Measure

Many common beliefs about customer experience are misguided, based on oversimplifications or a lack of consideration for real-world constraints. In this series of posts, we debunk these myths.

CX Myth #3: You Can’t Manage What You Don’t Measure
What’s Wrong: When people talk about CX, they often repeat a popular saying “you can’t manage what you don’t measure.” That’s just not true. Most of the things we manage in life don’t […] Continue Reading…