Temkin Group Research Plans For 2012

It’s been an exciting year for Temkin Group research. As you can see farther down in this post, we’ve published a lot of great reports in 2011. Well, I’m even more excited about what we have planned for 2012!

Our research will continue to focus on five areas: (1) best practices in CX management; (2) tools and data for benchmarking CX performance; (3) emerging trends; (4) consumer activities and behaviors; and (5) Temkin Ratings.

To give you a flavor for what to expect, here are some of the research reports that we already have planned for 2012 (with working titles):

  • Who Prefers Service Over Price (see which consumers will trade off price for service across many industries)
  • Social Media and Mobile Adoption (analyzing adoption across demographic groups. Great data to understand how many of your customers are using these channels.)
  • Consumer Channel Preferences (see what channels consumers want to use for a wide variety of interactions)
  • State of CX Management, 2012 (identify trends in CX management with the 3rd year of this study)
  • CX Plans for 2012 (review what companies say about their CX efforts in 2011 and what they are planning for 2012)
  • The Case for Employee Engagement (study of 2,400+ employees will show link between employee engagement and both CX performance and employee productivity)
  • ROI of Customer Experience (updating analysis in the report The CX-Loyalty Connection)
  • Temkin IT Experience Ratings (technology companies will be rated based on feedback from enterprise customers)
  • Temkin Ratings UK (ranking 60+ companies across 7 industries based on a survey of UK consumers. Look for our temkinratings.co.uk site in early 2012)
  • Temkin Ratings US (we’re expanding beyond the 12 industries in the 2011 ratings and will be able to start analyzing trends)

If there’s a topic that you think we should add to our research agenda next year, then leave a comment and let us know about it.

The bottom line: If you liked our research in 2011, then you’ll love it in 2012


Previous Temkin Group Reports

2011 Research Reports

2010 Research Reports

Written by 

I am an experience management transformist, helping organizations improve business results by engaging the hearts and minds of their customers, employees, and partners. My "job" is Head of the Qualtrics XM Institute. The Institute is still being established, but our goal is to help organizations around the world thrive by mastering Experience Management (XM). As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. And, as many people know, I love to speak about these topics in almost any forum. Prior to joining Qualtrics, I was managing partner of Temkin Group (leading CX research, advisory, and training firm), co-founder and chair of the Customer Experience Professionals Association (CXPA.org), and a VP at Forrester Research. I'm a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Check out my LinkedIn profile: www.linkedin.com/in/brucetemkin

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