The Human Conversational Model (Infographic)

In the report, Humanizing Digital Interactions, we decoded successful person-to-person interactions as a step in developing the Human Conversational Model. It’s the foundation for building compelling interactions with customers. This infographic provides an overview of the model and shows how to apply it to your digital efforts.

You can download the infographic in several forms:

The Four CX Core Competencies (Infographic)

Hopefully you’ve read our FREE report, The Four CX Core Competencies. It outlines the blueprint to building a customer-centric organization. We’ve created this infographic to showcase the competencies:

  1. Purposeful Leadership: Operate consistently with a clear set of values.
  2. Compelling Brand Values: Deliver on your brand promises to customers.
  3. Employee Engagement: Align employees with the goals of the organization.
  4. Customer Connectedness: Infuse customer insight across the organization.

You can also download an 18″ x 24″ poster version.

State of Voice of the Customer (Infographic)

Voice of the Customer (VoC) programs are a central part of most customer experience efforts. Here’s some interesting data snippets from the recent report, State of VoC Programs, 2016.

For additional info, check out our VoC resource page.

voc-infographic-01

You can download (and print) this infographic in different forms:

The Rise of Mobile CX (Infographic)

I’m sure you’re not surprised to hear that mobile customer experience is on the rise, but this infographic provides some more insights on what that shift looks like. It pulls from a variety of Temkin Group research, including: Data Snapshot: Channel Preferences Benchmark, 2016, Five C’s of Mobile VoC Disruption, Data Snapshot: Media Use Benchmark, 2016, and The State of CX Metrics, 2015.

You can download this infographic in different forms below, including in poster form.
the-rise-of-mobile-cx

You can download (and print) this infographic in different forms:

The bottom line: Make sure you have plans to be mobile first.

Guide to Organizational Culture Change (Infographic)

We regularly help companies create cultures that are more customer-centric.  So it seemed like a fun idea to create an infographic on the topic. Enjoy! You may want to see a video we created about customer-centric culture or the report, Employee-Engaging Transformation.
guide-to-organizational-culture-change

You can download (and print) this infographic in different forms:

The bottom line: The customer experience you deliver is a reflection of your culture

The Ultimate Customer Experience Infographic, 2016

Once again, Temkin Group is publishing a new infographic as part of our CX Day celebration.

1610_cxmattersinfographic

Take a look at last year’s ultimate CX infographic.

Here are links to download different versions of the infographic:

1610_cxmattersinfographic Infographic: in .jpg format, in .pdf format

1610_cxmattersinfographic_poster 18″ x 24″ poster: in .jpg format, in .pdf format

 

Employee Engagement Primer (Infographic)

One of Temkin Group’s four CX core competencies is Employee Engagement. That’s why Temkin Group put together an Employee Engagement Resource Page and developed this infographic.

You can download the infographic (or poster) below. I hope you enjoy it.

1609_Employee Engagement Infographic

Here are links to download versions of the infographic:

1609_Employee Engagement Poster Poster (18′ x 24″) in .pdf file or in .jpg file

1609_Employee Engagement Infographic Infographic in .pdf file or in .jpg file

The bottom line: Good things happen you engage your employees.

CX Metrics: Immature, But Improving (Infographic)

Here are some of insights from the report, State of CX Metrics, 2015.

2016TemkinGroupINFOGRAPHIC_CXMetrics

You can download (and print) this infographic in different forms:

Customer Experience: The Path From Fluff to Tough (Infographic)

Temkin Group’s research shows that companies evolve through six stages of CX maturity, but the higher levels of maturity take a significant jump in focus and commitment. What does that path look like? Take a look at this infographic.

1601_CXFluffToTough_infographic

You can download (and print) this infographic in different forms:

The bottom line: Make the leap from fluff to tough

15 Customer Experience Factoids From 2015 (Infographic)

Every year, Temkin Group publishes a lot of leading-edge customer experience research. In case you missed some of it, we decided to create this infographic with 15 of the top data factoids from across many of our reports:

1601_CXFactoids_INFOGRAPHIC

You can download (and print) this infographic in different forms:

ROI of Customer Experience (Infographic)

People always ask about the connection between customer experience and business results. Well, here’s some visual evidence of the linkage. In this infographic, we share data from the Temkin Group research report, ROI of Customer Experience 2015.

1601_ROIofCX_Infographic

You can download (and print) this infographic in different forms:

Customer Experience Needs More Emotion (Infographic)

As the title of this post says, CX needs more emotion. If you like this infographic, then you can download this version in .pdf or download a 18″ x 24″ poster version).

1512_EmotionInfographic

The bottom line: Let’s put more emotion into CX!

The Ultimate Customer Experience Infographic, 2015

Once again, Temkin Group is publishing a new infographic for CX Day.

CXMattersInfoCut

You can see the full infographic below. Here are links to:

Read More …

10 Customer Experience Factoids from 2014 (Infographic)

I looked through Temkin Group’s 2014 research and picked out 10 interesting factoids. It was difficult to narrow down to 10 items that collectively provide a sense of the state of customer experience.

1501_10CXFactoids2014

Click here to download a 18″ x 24″ poster version (.jpg)

The bottom line: We did a lot of research in 2014!

 

Capitalizing on the Voice of the Customer (Infographic)

Voice of the customer programs are a cornerstone for most customer experience efforts. That’s why Temkin Group put together this infographic with insights from our research.

Here’s a poster version and you can see the full infographic below. I hope you enjoy it.

StateOfVoC_Infographic_TemkinGroup2

If you like this content, check out our VoC Resource Page.

Here are links to download versions of the infographic:

Here are links to the research referenced in the infographic:

The bottom line: Make sure to capitalize on the voice of your customers.

Read More …