Your Guide to Customer Experience Transformation

Employee Engagement and Behavioral Experience Design (August 2015)



As you may have noticed, we've updated the format of our newsletter to make it less cluttered and easier to read. I hope you like it!


This past month, we published a new video about The Power of Customer Journey Mapping, which includes a concept we call "Customer Journey Thinking."



In this month's journal, we highlight two new reports:

  • Employee Engagement Competency & Maturity, 2015. This annual report benchmarks the employee engagement activities within large organizations. This year we found that only 19% of companies have reached the highest two levels of maturity.
  • Behavioral Guide to Experience Design. According to recent scientific research, people rely on unconscious heuristics and biases to make decisions efficiently. This report explains how to think about and incorporate this human behavior into customer experience designs.

And check out the Upcoming Events section to learn about a new series of Temkin Group webinars that will provide industry-specific CX snapshots. The series kicks off this month with insurance, airlines, and health plans. We will also be presenting webinars about B2B and Net Promoter« Score best practices.

There's still time to join the Engage Employees Challenge, where later this month we will be awarding up to $1,000 for innovative ideas about engaging employees.



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Temkin Group is a leading CX research and consulting firm. We help the world's largest brands accelerate their transformational journeys towards customer-centricity and build loyalty by engaging the hearts and minds of customers, employees, and partners. Our team combines CX thought leadership with a deep understanding of the dynamics of organizations to accelerate results.
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In Case You Missed It...

Here is some research we discussed in recent journals:

  • Economics of Net Promoter«, 2015. This report shows the loyalty of promoters, detractors, and passives across 20 industries. 
  • Unlocking Customer Insights From Contact CentersContact centers contain a vast wealth of customer insights. In many cases, they're the richest source of untapped customer knowledge in the entire company. This report shows companies how to shift their focus from agent effectiveness to enterprise intelligence. 
  • 2015 Temkin Web Experience RatingsCongratulations to USAA, Amazon, Capital One 360, SunTrust Bank, eBay, Chase, Fidelity Investments, QVC, Sheraton, and Apple Retail for earning the top spots in our ratings of the online experience of 262 companies.
  • State of CX Management, 2015. Our sixth annual study of customer experience activities, competencies, and maturity shows that only 11% of companies have reached the highest two levels of customer experience. 
  • Activating Middle Managers to Drive CX Change. This research shares best practices for activating middle managers, a group of employees that is critical to the success (or failure) of organizational change efforts.

Employee Engagement Competency & Maturity, 2015

Engaged employees are critical assets for any CX effort. We surveyed more than 200 large companies and found that front-line employees are the most engaged, while back office employees are often neglected in employee engagement efforts. And while two-thirds of companies survey their employees at least once a year, less than half of the executives consider acting on the results as a high priority.

We used Temkin Group's Employee Engagement Competency & Maturity Assessment to gauge the maturity levels and efforts of these companies across our five competencies, called the "Five I's of Employee Engagement:" Inform, Inspire, Instruct, Involve, and Incent. We found that less than one in five companies has reached the top two levels of maturity, Enhancing and Maximizing.

A Behavioral Guide to Customer Experience Design

Recent scientific research shows that customers make most decisions using intuitive thinking rather than rational thinking, which means that they rely on unconscious heuristics and biases to make decisions efficiently. In this report, we focus on six categories of human biases. According to behavioral science, people:

  • Are more affected by losses than by gains.
  • Prefer simplicity over complexity.
  • Are affected by current emotional and visceral states.
  • Are heavily influenced by those around them.
  • Make decisions based on context.
  • Misjudge their past and future experiences.

Here are some tactics for integrating heuristics and biases into your experience design efforts as they are described in the report: 



Join us for a webinar about this research on August 5th at 1:00 PM ET.

Customer Experience Matters Blog

Here are some of the recent posts from the Customer Experience Matters« blog:

Temkin Group Research Plans and Updates

We have quite a few exciting new reports underway, including ROI of Customer Experience, How to Drive Culture Change, and Best Practices in Using Customer Journey Maps.


Here are some ways that Temkin Group can help accelerate your CX success:

  • Research & Advisory subscriptions. Get access to leading-edge best practices, assessments, and benchmark data, in addition to ongoing advice from our CX Transformists to help keep your efforts on track.
  • CX training. We deliver leading-edge CX practices through in-house workshops, open-enrollment workshops, and customized training programs.
  • CX assessments. We identify gaps and opportunities in your CX plans and competencies.
  • Speeches and webinars. We will inform and inspire your internal or client audiences.

If you're interested in Temkin Group's research or services, then drop me a line at, visit our website at, or give us a call at (617) 916-2075.



Bruce Temkin, CCXP
Customer Experience Transformist & Managing Partner
Temkin Group 


Co-founder, Customer Experience Professionals Association 



Net Promoter Score, Net Promoter, and NPS are registered trademarks of Bain & Company, Satmetrix Systems, and Fred Reichheld. 

Customer Experience Matters is a registered trademark of Temkin Group.