Everyone claims to be the leading customer experience (CX) vendor. But the Temkin Group has taken the subjectivity out of the debate.
The Waban, Mass.-based CX research firm just named seven firms the winners of its 2015 Customer Experience Vendor Excellence (CxVE) Awards. (Drum roll, please.) Confirmit, Clarabridge, NICE Systems, Qualtrics, Rant and Rave, ResponseTek and Walker take the honors.
Why These 7?
Bruce Temkin, managing partner of the Temkin Group, said the winners "demonstrated strong success in helping clients improve their customer experience."
What are the qualifications? In its third year, Temkin Group's CxVE Award recognizes companies that provide products and services that "help companies improve the customer experience they deliver." Judges look at capabilities, results and client case studies. The scoring also includes a survey of their existing clients.
Along with Temkin, the judges were:
- Mila D'Antonio, editor-in-chief at 1to1 Media
- Desirree Madison-Biggs, customer experience/NPS programs director at Airbnb
- Rick Meyrelesm, vice president of global voice of customer, world service at American Express
- Jen Rodstrom, CX transformist at Temkin Group
"This year's crop of candidates was quite competitive," D'Antonio said.
Why did they excel? The judges cited capabilities to improve their clients' customer experience as well as thoughtful strategies focused on long-term growth. In addition, they noted "exciting road maps that promise innovative enhancements and product launches in the coming months."
In short, the vendors "prove that customer experience excellence is at the forefront of technology design," D'Antonio added.
Nominations for the CxVE Awards were submitted during February and March.
Last month, The Temkin Group released its "trust" ratings, citing the organizations customers trust most -- and least.