Hello to everyone at the 2012 Customer and Engineering Excellence Summit!
Here are some blog posts and research with content that I referenced in my keynote speech:
- The Future of Customer Experience
- The State Of CX Management, 2012
- 2012 Temkin Experience Ratings
- The ROI of Customer Experience
- 2012 Temkin Experience Ratings of Tech Vendors
- What Drives Net Promoter Scores (NPS) in IT?
- The Four Core Customer Experience Competencies
Here are some additional items from my track speech on NPS:
- Prepare for Next Generation VoC Programs
- Net Promoter Score and Market Share For 60 Tech Vendors
- 9 Recommendations For Net Promoter Score (NPS)
You may also want to check out these eBooks:
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Customer Experience Transformist & Managing Partner