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8 CX Trends for 2015 (The Year of the Employee)

Experience Matters

With this post, I’m declaring 2015 “ The Year of the Employee.”. Although I published 13 CX trends for 2013 and 14 CX trends for 2014 , I decided that 15 trends for 2015 would be too many to track. Instead, I’ve narrowed down the focus to these 8 key CX trends for 2015: Corporate Culture Conversations.

2015 132
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Report: Lessons in CX Excellence, 2015

Experience Matters

We just published a Temkin Group report, Lessons in CX Excellence, 2015. This report provides specific examples of how these companies’ CX efforts have created value for both their customers and for their businesses. The report provides insights from 8 finalists in the Temkin Group’s 2014 CX Excellence Awards.

2015 108
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Comcast: 5,500 New Employees Won’t Fix Customer Experience

Experience Matters

Comcast earned terrible ratings in both the 2015 Temkin Customer Service Ratings (last place out of 278 companies for the 2nd year in a row) and 2015 Temkin Experience Ratings (291st out of 293 companies). Compelling Brand Values : Brand attributes are driving decisions about how you treat customers.

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7 Reasons Brand and CX are Disconnected

Beyond Philosophy

They haven’t, however, brought the brand promise concept and applied it to the day-to-day activity of the company. People throughout the organization don’t know the Brand Values. Many companies don’t share the brand values with their entire team. Brand values have not been aligned with the Customer Experience.

Brands 129
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The widening UK customer experience gap

Eptica

Date: Wednesday, September 30, 2015 The widening UK customer experience gap. Published on: September 30, 2015. Author: Derek Lewis In previous decades an organization’s brand was something it controlled, with how it was perceived in the market driven by expensive advertising and marketing campaigns.

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11 Customer Experience Trends for 2016 (The Year of Emotion)

Experience Matters

In my post last year I named 2015 “ The Year of Employee.” As you can see in our video Driving CX Transformation , customer-centric culture requires mastering four CX core competencies : Purposeful Leadership , Compelling Brand Values , Employee Engagement , and Customer Connectedness. See the 2015 Temkin Effort Ratings.

2016 91
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Report: Lessons in CX Excellence, 2016

Experience Matters

The report provides insights from eight finalists in the Temkin Group’s 2015 CX Excellence Awards. We just published a Temkin Group report, Lessons in CX Excellence, 2016. The report, which is 100 pages long, includes an appendix with the finalists’ nomination forms.

2016 74