Five companies — including two repeat winners — earned recognition from The Temkin Group in its fourth annual Customer Experience Vendor Excellence (CxVE) contest.
"These companies have helped their clients deliver better customer experience," said Bruce Temkin, managing partner at the Temkin Group, a customer experience research, consulting and training firm based in Waban, Mass. "The judging for the awards is based heavily on the actual results they've had with clients, as nominations include three detailed case studies and a survey of existing clients."
How Winners Emerged
Temkin Group's CxVE Award recognizes companies that "provide products and services that help companies improve the customer experience they deliver."
The prior winners were:
2015: Confirmit, Clarabridge, NICE Systems, Qualtrics, Rant & Rave, ResponseTek and Walker Information
2014: Allegiance, Clarabridge, Verint
2013: AIG Asia Pacific, Cisco, EMC, Intuit and Oracle
Judging was done by Bruce Temkin, along with Mila D'Antonio (editor-in-chief at 1to1 Media), Mike Beaser (vice president, digital customer engagement at Fidelity Investments), Desirree Madison-Biggs (customer experience/NPS programs director at Airbnb) and Jen Rodstrom (CX transformist at Temkin Group).
"A thriving business today must revolve around the customer," D'Antonio said.
"To succeed, companies must thread the voice of the customer throughout their enterprises and make it the basis of all decisions they make. It's clear that the 2016 winners of Temkin Group's CX Vendor Excellence Awards offer the capabilities and expertise to help their clients achieve this goal of becoming real-time, customer-first data-driven enterprises."
Temkin told CMSWire that vendors are affecting their clients' efforts in increasingly profound ways.
"The case studies used to discuss narrow areas where the vendors were helping their customers," he said, "but we now see vendors discussing how they're helping their clients make changes across their entire business."
To "get it right" in customer experience means to embed good practices in how you operate your business, instead of trying to tack on good customer experience.
"Customer experience is a reflection of your culture and operating processes," Temkin said. "If you want to create consistently good experiences for customers, then you need to make fundamental changes to how you operate your business."