Looking Back at Temkin Group’s 2012 Research

As we prepare to welcome in 2013, I took a look back at 2012. It’s been a fun year for Temkin Group research. We uncovered a wide array of customer experience trends, best practices, and benchmarks in 2012 within these research reports:

2013 should be even more exciting. We already have a number of research projects underway including the 2013 Temkin Ratings, B2B CX best practices, the state of CX profession, employee engagement case studies & benchmark data, and an update to our four CX competencies report. Stay tuned!

The bottom line: 2013 should be a great year for Temkin Group research!

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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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