Your Monthly Guide to Customer Experience Transformation
May was an exceptionally busy month for Temkin Group, both in the office and on the road. For starters, we published four new research reports:

  • Making AI Customer-Centric. Despite the increasing prevalence of Artificial Intelligence, our research shows that few companies succeed in applying it to customer experience. In this report, we identify five ingredients companies must bring together to make AI customer-centric. See more information below.
  • What Happens After A Good or Bad Experience, 2018. This is our seventh annual report looking at both how consumers share information about their good and bad experiences and how effectively companies respond after a bad experience. See more information below.
  • 2018 Temkin Trust Ratings: USAA & Wegmans earned the top scores in Temkin Group's eighth annual study benchmarking the level of trust consumers have with 318 companies across 20 industries.
  • Fan Experience Benchmark. This report examines feedback from 10,000 U.S. consumers about their TV viewership and live-event experiences for the MLB, MLS, NASCAR, NBA, NFL, NHL, PGA, USTA, and WNBA.

In addition to these reports, we published two new infographics: Building A Strong VoC Program and Mastering CX Metrics.

May is also the middle of conference season, which means our team spent a good deal of the last month speaking at different events. For those of you who couldn’t see us present live, I wrote a couple of posts highlighting some of the key ideas we covered: The Future of VoC Actionable Insights: Assistance Engines and The Past, Present, and Future of CX(PA).
And finally, last month we introduced CX Sparks, a FREE set of guides designed to initiate powerful discussions around specific CX topics. You can use these guides in conjunction with Temkin Group’s short videos to facilitate conversations, trigger ideas, and ultimately, build a customer-centric mindset across your organization.
And if you’re looking to sharpen your CX skills, join us at one of our   open enrollment workshops!
> June 26 & 27 in Boston (SOLD OUT): Customer Journey Mapping
> July 25 & 26 in Boston: Driving CX Transformation
> September 25 & 26 in San Diego: Customer Journey Mapping
> November 7 & 8 in Boston: Driving CX Transformation
> December 11 & 12 in Miami: Customer Journey Mapping

We offer free tuition through our Non Profit Scholarship Program.
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.

Complete our  FREE online CX Assessment  to gauge your organization's CX maturity level, see how you rate in each of the  Four CX Core Competencies , and receive specific recommendations based on your results.
Making AI Customer-Centric

The use of Artificial Intelligence (AI) – often in the form of chatbots and intelligent virtual assistants – is becoming more widespread. However, few companies are currently employing AI in the right scenarios or using it to its fullest potential.

In the report Making AI Customer-Centric, we identify five ingredients companies must have to successfully deploy customer-centric AI:

Conversational Design
Targeted Use Cases
Optimized Data Aggregation
Responsive AI Engine
Continuous Tuning
What Happens After A Good or Bad Experience

In the report What Happens After A Good Or Bad Experience, 2018, we asked 10,000 U.S. consumers about their recent interactions with more than 300 companies across 20 industries. 

The research found that about 18% of the customers who interacted with TV & Internet service providers reported having a bad experience – a considerably higher percentage than in other industries.

As you can see in the chart, after customers have a very bad or very good experience with a company they are more likely to give feedback directly to the company than they are to post about it on Facebook, Twitter, or third party rating sites.

Across almost all age groups, consumers are most likely to share their feedback directly with the company.
Other Recent Content
Here are some recent infographics on Customer Experience Matters ® blog:
June 6: Bruce Temkin will speak in San Antonio : The Seminar Annual Forum
June 7 : Aimee Lucas will speak in Chicago : North American Employee Engagement Conference and Awards
June 12 : Bruce Temkin will speak on a Convergys/CXPA webinar : Attention CX Practitioners – It’s Time to Transform Your Role
June 20 : Bruce Temkin will lead a session in New York City (CXPA): Humanizing Customer Experience
June 26 : Bruce Temkin will lead a session in Columbus, OH (CXPA): Humanizing Customer Experience
June 26 & 27 Temkin Group workshop in  Boston : Mapping and Improving Your Customers’ Journey
July 25 & 26 : Temkin Group workshop in Boston : Driving CX Transformation
September 25 & 26 : Temkin Group workshop in in San Diego : Mapping and Improving Your Customer's Journey
November 7 & 8 : Temkin Group workshop in in Boston : Driving CX Transformation
December 11 & 12: Temkin Group workshop in in Miami : Mapping and improving Your Customers' Journey
Best Practices Reports
Benchmarking Data
Free eBooks
Strategy Review & Acceleration Program
Whether you're just starting out or are looking to advance from good to great, our  Strategy Review & Acceleration Program can help. We'll assess your current situation and provide advice on how best to move forward. We can accelerate many activities, including overall CX plans, VoC programs, Net Promoter Score programs, metrics, employee engagement, leadership engagement, and customer-centric culture.
Temkin Group Overview & Research Plans
We have quite a few exciting new reports underway, including  Customer Journeys That Matter The Most , Media Usage Benchmark , Temkin Emotion Ratings, and ROI of CX.


  • 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 and workshops. We deliver leading-edge CX practices through in-house workshops, open-enrollment workshops, and customized training programs.
  • Assessments of CX plans and capabilities. We identify gaps and opportunities in your CX plans and competencies.
  • Informative and compelling speeches. We will inform and inspire your internal or client audiences.
  • CX Institute training. Use our online training to instill a customer-centric mindset in employees across your organization.