2014 Temkin Group CX Vendor Excellence Award Winners

Watch this blog and my Twitter feed for an announcement about the 2015 CX Vendor Excellence Awards in January Today we announced the results of the 2014 Temkin Group CX Vendor Excellence Awards. Once again we had a great group of nominees, making the scoring difficult for the judges. Congratulations to this year’s winners: Allegiance Clarabridge Verint Also, congratulations to the finalists: Confirmit, Enghouse Interactive, Mindshare Technologies, Qualtrics, and Walker. In its second year, these awards recognize companies that provide products and services that help companies improve the customer experience they deliver. Nominees are rated based on their capabilities, results, and client feedback. The Read More …

14 Customer Experience Trends for 2014 (The Year of Empathy)

It’s time to identify key customer experience trends for next year. We did a pretty good job of identifying 13 CX trends for 2013 and many of those trends will continue on into 2014, so they remain on this year’s list. We expect CX to gain even more momentum next year as 2014 brings us deeper into what Temkin Group has labeled the Era of CX Professionalism. Based on what we see emerging in CX, we believe that 2014 will be The Year of Empathy, which is the 14th trend. Here are 14 CX trends to watch for in 2014, followed by some Read More …

Customer Experience From the C-Suite, With Dan Hesse

In case you missed it, (which would be nearly impossible if you read my blog, follow me on Twitter or receive the Temkin Group newsletter) yesterday was the first ever Customer Experience (CX) Day. It was a huge success as people around the world came together to “celebrate great customer experience and the people who make it happen.” The day started with a Google+ Hangout in Australia and ended with three in-person events on the U.S. west coast (part of the CXPA.org’s schedule of local events in 19 cities across 5 countries). One of the highlights of my day was Read More …

Key Ingredient for CX Innovation: Love

How can you create value for your customers and your organization? Innovate around your customer experience. Here are some examples of different ways to uncover CX innovation ideas: Look for opportunities to add value around customer lifecycle events. Sovereign Assurance NZ’s research showed that many new parents don’t have the time to review their life insurance, but after having a new baby, it’s more important than ever to have some life insurance. The company developed a program called “Choose Precious” that offers new parents $10,000 free life insurance up until their baby’s first birthday. New parents just need to register at chooseprecious.co.nz Read More …

Raise Employee Performance With Inspirational Coaching

I was recently on a multi-city speaking tour with NICE Systems and had the pleasure of meeting Tequea “TQ” Batson, an operations manager at Sprint’s Denver contact center. She was a speaker with me at the Denver event. TQ currently has about 185 direct reports at her contact center which has almost 600 employees overall. She has a track record of improving contact centers, and the Denver facility is one of the top performing sites across Sprint’s network. What’s her secret to success? Employee coaching. But not just any type of coaching. She practices what she calls Inspirational Coaching. TQ Read More …

CX Tip #35: Make Your Brand Values Explicit

CX Tip #35: Make Your Brand Values Explicit (Compelling Brand Values) Based on customer research, Safelite AutoGlass has identified five brand values—Trustworthy, Reliable, Safe, Innovative, Helpful/approachable. These have been translated into how customers are treated in a variety of ways, including how phones are answered by contact center associates to the “5 Ts” that their field technicians use to highlight their helpfulness and approachability:  1) Time: Call customers in advance to notify them of arrival time. 2) Touch: Shake hands, make eye contact and engage the customer. 3) Technical excellence: Doing it right the first time, every time. 4) Talk: Tell the Read More …

50 CX Tips: Simple Ideas, Powerful Results

***See free eBook and infographic with the 50 CX Tips*** As part of Temkin Group’s celebration of Customer Experience Day on October 1st, I am publishing 50 CX Tips, starting 50 days before this exciting “CX holiday” that celebrates great customer experience and the professionals who make it happen. Here’s the (evolving) list of CX tips aligned with the four customer experience core competencies: Purposeful Leadership, Compelling Brand Values, Employee Engagement, and Customer Connectedness. CX Tip #1: Help Customers Achieve Their Goals (Customer Connectedness) Don’t push your products and agendas on customers. Instead, find out what they want and create experiences that fit your company into their Read More …

Congratulations to the 2013 Customer Experience Vendor Excellence Award Winners!

Congratulations to the 2013 winners of our Customer Experience Vendor Excellence Awards: Allegiance NICE Systems Walker Information In addition to those three winners, seven other companies were named as finalists: ForeSee, Ipsos Loyalty, Mattersight, Medallia, Rapide, TeamSupport, and Waypoint Group. We received 24 strong nominees, which highlights the strengthening ecosystem for supporting customer experience efforts. Here’s what a couple of the judges had to say about the nominees: Kate Woodcock: “The breadth and depth of capability shown by all the submissions bodes very well for our still-maturing industry.  We’re in good hands – with help from these organizations, companies that choose to commit to and adopt customer-driven change can expect to differentiate Read More …

13 Customer Experience Trends to Watch in 2013

2012 was a very active year for customer experience management. I expect 2013 to be an even more robust year as we move deeper into the Era of CX Professionalism. Here are 13 CX trends to keep an eye on this year as these efforts gain maturity: Decline of surveys. As more companies thirst for customer feedback, the number of surveys has escalated. But there is a limit to customers’ willingness to complete surveys. As completion rates get more difficult to maintain, companies will become more efficient with the questions they ask, target questions at specific customers in specific situations, and stop relying as much on Read More …

Temkin Experience Ratings Spotlight: USAA

Almost any discussion about companies that deliver great customer experience has to include USAA. The financial services firm that serves the military and their families earned industry-leading scores in credit cards and insurance in the 2012 Temkin Experience Ratings and in last year’s ratings as well. In 2011, USAA consolidated all of its customer interaction groups into a single organization, Member Experience. Previously, USAA’s product businesses had their own sales and service arms. By bringing together all of those customer-facing groups, USAA hopes to deliver even more cohesive experiences to members. To find out how this customer experience powerhouse approaches Read More …

10 Customer Experience Resolutions For 2012

For the past four years (2008, 2009, 2010, and 2011), I’ve published customer experience resolutions and it’s time to do it again. In memory of Steve Jobs, I’m using his quotes to provide a foreword to the 2012 resolutions: “Passion can be an extremely powerful transformational force” “Design [and CX] isn’t something you can just layer on to a product, it needs to be integrated throughout the process” Some of the resolutions are new while others are repeated from last year. They are meant for CX professionals within companies that are making progress on customer experience. With that in mind, here are my Read More …

Verint Buys Vovici; Let The Games Begin

I spoke with Verint and Vovici execs today about Verint’s acquisition of Vovici for an estimated $76 million. For those of you who don’t know these vendors, Verint provides workforce management, call recording, and analytical capabilities targeted at contact centers. Vovici is an Enterprise Feedback Management (EFM) vendor (I consider EFM an outdated term) that provides voice of the customer (VoC) software and services. It appears that Vovici will continue to operate somewhat independently as “A Verint Company.” My take: First of all, kudos to Verint. It’s a good extension to its offering and the price tag seems fair (although I don’t Read More …

How Much Does Social Media Matter?

My previous three posts identified companies that were susceptible to backlash on Facebook, Twitter, and 3rd party ratings sites. Since we’re on the topic of social media, I thought I’d share my view on the role of social media in customer experience efforts… In the recent Temkin Group report, How Consumers Give Feedback, we found that not many consumers used social media to discuss their very good or very bad experiences. In the report Customer Experience Accelerates In 2011, we found that only 31% of  large companies think they’re doing a good job with social media and 79% expect to increase their focus on it Read More …

Temkin Group Research

Temkin Group Research & Advisory Subscriptions provide enterprise-wide access to all published research and data, and also include ongoing customized advice. 2018|2017|2016|2015|2014|2013|2012|2011|2010 2018 Research Reports Net Promoter Score Benchmark Study, 2018 October 2018 ($495) Many large companies use Net Promoter® Score (NPS®) to evaluate their customers’ loyalty. To compare scores across organizations and industries, Temkin Group measured the NPS of 342 companies across 20 industries based on a survey of 10,000 U.S. consumers. With an NPS of 65, USAA’s banking business earned the highest score in the study, followed closely by its insurance business and Navy Federal Credit Union. Spectrum Read More …

8 Customer Experience Trends For 2011

Download report for FREE It’s the time of year when prognosticators drag out their crystal balls and divine about next year. Well, I’m not too different. But instead of a crystal ball, I’ll tap into the 8 customer experience megatrends that I outlined earlier this year. They remain the key trends that I think we’ll see in 2011. Here are the 8 megatrends along with my thoughts about how they’ll play out in 2011: 1. Customer Insight Propagation. Most decisions in companies are made without any real customer insight. Companies will increasingly recognize that they need to integrate a deeper understanding of their customers throughout Read More …