Your Guide to Customer Experience Transformation

May 2016
Emotions, Trust, and Forgiveness 
I want to start out this month's journal by wishing the Customer Experience Professionals Association ( a happy fifth birthday! I'm very proud of what the CXPA has accomplished. It seems like just yesterday that we created the association, and now it's a thriving global community of more than 4,000 CX professionals.
As you may know, Temkin Group labeled 2016 as the "Year of Emotion" in our annual listing of CX trends. We recently published a series of five short videos that are excerpts from a speech I gave about emotion.
During the previous month, we published the 2016 Temkin Trust Ratings and the 2016 Temkin Forgiveness Ratings. Congratulations to USAA, Publix, Mercedes-Benz, Amazon, Lexus, H-E-B, Holiday Inn Express, Wawa Food Markets, and Kroger for being in the top of both ratings. 
And if you're interested in learning CX skills in a highly interactive environment, check out our schedule of hands-on workshops. We even have a few more spots in next week's workshop, Engaging Employees In Your CX Journey, which takes place on May 10th & 11th in Boston.

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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.
Employee Engagement Workshop in Boston on May 10th & 11th 
Recent Blog Posts

Here are some posts from the Customer Experience Matters® blog:
  • Three Ideas to Re-Humanize Patient Experience: With all of the focus on costs and liabilities, the medical system has forgotten about the soul of the patient. It's become dehumanized. While there are many structural issues in U.S. healthcare (which I won't go into here), there are still many things that can be done to re-humanize the patient experience.
  • Epidemic of Emotionless Experience Design: In our latest CX management study, we surveyed 252 companies with at least $100 million in annual revenues and asked them about their experience design effectiveness. Emotion is the weakest link, as only about one-third of companies think they are good at proactive emotional design.
  • Our CX Data Doesn't Match Industry Benchmarks, Now What? There is no perfect or "ultimate" customer measurement system, since we can never know what every customer is thinking at every moment in time. So all measurement systems are, by definition, somewhat flawed. This is an important point, because we need to let go of the desire to identify which one has the "right" information. See my recommendations.
  • Analytics Obstacle to Avoid: Forgetting to Be Relevant: Every day, analysts find a myriad of insights that could provide significant value for their organizations. Unfortunately, many (very possibly most) of them are ignored. What's getting in the way? Relevancy. Analytical findings must be translated into meaningful terms for the people who need to take action on the insights.
Year of Emotion: Make A Difference in 2016!

In our CX Trends for 2016, we named 2016 "The Year of Emotion." To help organizations emotionally engage customers, we created an Intensify Emotion page with numerous resources, including the opportunity to share your ideas and win part of our $1,000 award.
In Case You Missed It...
July 19 & 20: Workshop in Boston: Driving Customer Experience Transformation
Temkin Group Research Plans and Updates

We have quite a few exciting new reports underway, including, Deliberate Emotional Experience Design, State of CX Management, 2016, Social Media Benchmark, 2016 and Temkin Customer Service Ratings.


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 



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