Articles
Tag: bruce temkin
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Customer Experience in 2018: Progress, But Still Room to Grow
Customer experience professionals share their opinions on how the industry is doing with customer experience. The response? Good, but still needs work.
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Gaining Customer Experience Insights: A New Twist on an Old(er) List
Customer experience trends change from day to day. But putting a new spin on some trends from 2015 show their relevance for today.
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Customer Experience Maturity: Cross the Chasm from Fluff to Tough
If you’ve made some improvements in your organization’s customer experience (CX), then bravo — go ahead and celebrate! But then get back to work. The path ahead may be even harder. Great Customer Experience Doesn't Happen Overnight Companies can’t deliver great CX overnight.
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Meet the Top Brands Consumers Really Trust
Bruce Temkin thinks it all comes down to a matter of trust. Over the past five years, he's evaluated thousands of brand perceptions and distilled them all into his company's Temkin Trust Ratings. Brands that earn trust do so over time -- with consistent customer experiences, he said.
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It's Time to Adopt Customer Journey Thinking
What’s the path to deep customer insight? Customer Journey Thinking. Organizations must stop looking at customers through their internal lens of interactions and focus their attention on customers’ overall journey. New Realities of Customer Interactions Companies have always struggled to understand customers, but it’s getting even harder.
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Place Your Bets: Name the Top CX Innovator
Just when you thought there was nothing entertaining to do at work today, we offer this. Dust off your prediction skills, weigh some odds and take a shot at guessing the winners of the 2014 CX Innovation Awards. The awards are sponsored by the Customer Experience Professionals Association (CXPA),
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Companies are Investing More Money, Resources in Customer Experience
Companies are committed to customer experience (CX). It's a priority in most, more important this year than last — and many companies are hiring more people to focus on it. Those are among the key takeaways in the latest of a series of reports from Temkin Group, a customer experience
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The CMSWire 25: Our Most Popular Stories of 2013
It's a New Year -- the perfect time to take one more long, analytical look back at 2013 -- through a sampling of 25 of the most popular CMSWire stories of the year. We have selected some of the best of the best stories, based on reader interest.
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Contact Centers Must Morph into Relationship Hubs
For years, companies have relied on their contact centers to deal with customer interactions, from technical support to requesting medical coverage. But contact centers are on the verge of major change.
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Use Customer Journey Maps to Combat Self-Centeredness
Let me start with a basic reality of life: people are self-centered. We all are. Everyone has their own frame of reference, which heavily influences what they do and how they do it.
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Temkin Group Study Explores How to Calculate ROI of Customer Experience
We first met Bruce Temkin at Oracle OpenWorld 2012 where he talked about understanding the customer and how to easily avoid some common customer experience mistakes. Today, we'd like to share Temkin's impressive study on the return on investment of customer experience.
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