Your Monthly Guide to Customer Experience Transformation
If you’ve received our newsletter in the past, then you’ll notice we’ve adopted a new format to make the content easier to scan and digest. If this is your first time joining us, welcome! We hope you enjoy it.

In this month's journal, we cover CX Excellence Award winners, new research, and spotlight our 2017 focus on purpose. Our Upcoming Events section lists Temkin Group's open enrollment workshops through early 2018. Don't forget to register for our next workshop in London on 27 February: CX Leadership Bootcamp.

Speaking of the new year, we’re here to support your CX efforts to make 2018 a great year for CX. Temkin Group can help by providing research and advisory subscriptions, workshops for CX professionals and leadership teams, speeches for off-sites and client events, strategy sessions to make sure you are on the right track, and CX Institute online training to instill a customer-centric mindset for all employees across your organization.

As 2017 comes to an end, all of us at Temkin Group want to wish you and your family a very happy holiday season and hope that you have a wonderful new year!
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.

2017 CX Excellence Award Winners
Congratulations to the winners of Temkin Group’s sixth annual Customer Experience Excellence Awards: AARP, Allianz, Century Support Service, Nurse Next Door, Reliant, and  Sage. They stood out amongst a very strong group of nominees. The judges evaluated these programs across three dimensions: CX transformation efforts, business and customer results, and sustainability. In January, you'll be able to read more details about their various initiatives in our annual report, Lesson in CX Excellence.

New Report: 2017 Temkin Experience Ratings of Tech Vendors
The 2017 Temkin Experience Ratings of Tech Vendors evaluates the customer experience of 58 large technology vendors. We surveyed 800 IT decision-makers from large companies regarding three components – success, effort, and emotion – of their experiences with these tech vendors. Out of all the vendors we looked at, VMware, IBM software & IBM SPSS, and Google earned the highest ratings, while ADP outsourcing, Unisys, Autodesk, and Fujitsu received the lowest.

New Research: 2017 Temkin Loyalty Index, UK
In the UK, Nationwide, Aldi, John Lewis, and Waitrose are the companies with the most loyal customer. At the other end of the spectrum, the companies with the least loyal customers are Bank of Scotland, Audi, and TalkTalk. How do we know? We asked 5,000 UK consumers to rate their loyalty with the companies that they had interacted with during the previous 90 days. The analysis examined four areas of loyalty: Likelihood to repurchase, likelihood to recommend, likelihood to forgive, and likelihood to trust. We then combined those components to calculate the Temkin Loyalty Index for 157 UK companies across 16 industries.

In Focus: The Year of Purpose (2017)
As you may know, Temkin Group labelled 2017 The Year of Purpose. Our goal was to raise awareness about what drives and motivates human beings – regardless of whether they are leaders, employees, or customers. We chose this important topic to highlight its impact on behavior, decision-making, and well-being, and to help people find purpose and meaning in their jobs and in their lives.

Here's a sampling of the valuable content we’ve published:


Recent Blog Posts
Best Practices Reports
Benchmarking Data
Temkin Group Research Plans and Updates
We have quite a few exciting new reports underway, including  State of CX Metrics, CX Plans and Priorities for 2018, and Tech Vendor Product & Relationship Satisfaction.


  • 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 capabilitiesWe 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.