Your Guide to Customer Experience Transformation

CX Day Celebration, Journey Mapping & Culture (October 2015)

Happy Customer Experience Day (CX Day)! Everyone at Temkin Group is excited to be a part of this global celebration and we wanted to take this opportunity to send a huge thank you to all of our wonderful clients!!

Temkin Group has a lot of activity scheduled to celebrate CX Day, including the release of an exciting new video, Customer Experience Matters, which is a great way to share the value of CX on CX Day (and every day thereafter)!

We have also published our annual "Ultimate CX Infographic" -- a complete guide to the state of customer experience in 2015.
Here are several other CX Day activities that we have planned for you:
In this month's journal, we highlight three new research reports:
In our upcoming events section you'll see a number of additional webinars including the continuation of our industry-specific series as well as a joint webinar between Beyond Philosophy and Temkin Group: Are Customer Emotions and Behaviors the Future of CX?
Are you proud of your CX efforts? Submit a nomination for the Temkin Group CX Excellence Awards by October 23rd.

Temkin Group
Temkin Group is a leading CX research, advisory, and training 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.
Upcoming CX Workshops in Boston & Miami

Want to become a world-class CX change agent? There are still openings in our workshop on October 21 & 22 in BostonDriving Customer Experience Transformation.


Also, register soon for our Mapping & Improving Your Customers' Journey workshop on December 8 & 9 in South Beach, Miami.

In Case You Missed It...

Here is some content we discussed in recent journals:
  • Channel Preferences Benchmark, 2015. This data snapshot shows which channels U.S. consumers of different ages prefer to use when completing 11 common activities.
  • 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 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. 
  • 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 CX maturity.
Maximizing Value From Customer Journey Mapping

Customer Journey Maps (CJMs) are a valuable tool for understanding how customers truly interact across an entire organization, but companies aren't capturing enough value from their CJM efforts. Creating a CJM is only the first step in the process for change. In the Temkin Group report Maximizing Value From Customer Journey Mapping, we identify 23 best practices that cut across five areas:
Tech Vendor NPS Benchmark, 2015

In the Temkin Group report, Tech Vendor NPS Benchmark, 2015, we provide Net Promoter Score (NPS®) details for 62 tech vendors based on feedback from IT decision makers in large North American organizations. The NPS ranges from a high of 57 for SAS Institute down to a low of 1 for Accenture Consulting.

The research also shows that NPS increased this year after two years of decline. We also found that NPS is highly correlated to IT spending and other measures of loyalty such as forgiveness.

Creating and Sustaining a Customer-Centric Culture

In the report Creating and Sustaining a Customer-Centric Culture, Temkin Group shows how organizations can apply the five practices of Employee-Engaging Transformation (EET): Vision Translation, Persistent Leadership, Middle Management Activation, Grassroots Mobilization, and Captivating Communications. The report provides case studies of how five organizations, Hagerty, Hilton Garden Inn, Oxford Properties, Safelite AutoGlass, and Transamerica, apply these EET practices to create and sustain their customer-centric cultures.

Temkin Group Research Plans and Updates

We have quite a few exciting new reports underway, including ROI of Customer Experience, Consumer NPS Benchmark, 2015, 2015 Tech Vendor Temkin Experience RatingsVoC Competency & Maturity, 2015, Best Practice in B2B CX, and Making VoC More Actionable.


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.