• The Power of Customer Journey Mapping. This short video describes an important CX tool along with a concept that we call Customer Journey Thinking™."
• 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. This report explains how to think about and incorporate this quirk of human behavior into customer experience designs.
• Economics of Net Promoter®, 2015. This annual report shows the loyalty of promoters, detractors, and passives across 20 industries. 
• Unlocking Customer Insights From Contact Centers. Contact 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. 
• 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.

• Comcast Needs To Trim Its Customer Experience Action Plan. My advice is that a commitment to a few things is better than a list of many.
• Is Net Promoter Score A Savior Or A Demon? Net Promoter® Score (NPS®) has become a popular customer metric, but people seem to either love it or hate it. See my thoughts on this somewhat controversial metric.
• Employees Need to Feel Like They're Contributing. Our data show that employees who feel like they are currently contributing to the success of the company are more likely to contribute even more in the future.
• Positive Psychology Infuses Customer Experience. See a recorded webinar where Aimee Lucas and I discuss how customer experience and human resources professionals can tap into the power of Positive Psychology.
• Want to Improve Well-Being? Sleep for 7 to 8 Hours, As you can see in the chart below, people who get 7 to 8 hours of sleep are happier, healthier, more financially secure, more physically fit, and feel more loved and appreciated.

We have quite a few exciting new reports underway, including ROI of Customer Experience, Case Studies in Culture Change, Tech Vendor Net Promoter Score Benchmark, 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.