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'm an experience (XM) management catalyst; helping organizations improve results by engaging the hearts and minds of their employees, customers, and partners. I enjoy researching and speaking about leading-edge XM topics. I lead the Qualtrics XM Institute, which is the world's best job. We're igniting a global community of XM Professionals who are inspired and empowered to radically improve the human experience. To achieve this goal, my team focuses on thought leadership, training, and community building. My work is driven by a set of fundamental beliefs: 1) Everything starts and ends with human beings, so you need to understand how people think, feel, and behave; 2) XM is a discipline that needs to be woven throughout an organization's entire operating fabric; and 3) Building the XM discipline requires a combination of culture, competency, and technology.

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