Your Guide to Customer Experience Transformation

January 2017
Customer Experience Trends, Metrics, and the Year of Purpose 
Welcome to The Year of Purpose

Every year, Temkin Group highlights one theme that we think will be particularly important for companies in the coming year. In 2016 we focused on Emotion, in 2015 we focused on Employees, and in 2014 we focused on Empathy. And now, in 2017, we are focusing on ... Purpose.  
Why "purpose," you might ask? Temkin Group has always been passionate about what drives and motivates people -- regardless of whether they are leaders, employees, or customers. Now more than ever, we believe that feelings of uncertainty around the world are prompting each of us to look for more purpose and meaning in our own lives. Read  my post introducing The Year of Purpose.

And for Temkin Group, the new year brings more than just a new thematic focus. At the beginning of every year we also publish our  annual listing of customer experience trendsYou can find an overview of the 9 trends below.

Here's the  Temkin Group research  we published over the previous month:
  • State of CX Metrics, 2016. Temkin Group surveyed 183 companies to learn about how they use customer experience (CX) metrics and then compared their answers with similar studies we've conducted every year since 2011. See more details below. 
  • Lessons in CX Excellence, 2017. This report provides insights from the five winners of Temkin Group's CX Excellence Awards--Business Development Bank of Canada (BDC), Century Support Services, Crowe Horwath, Oxford Properties, and VCA. The report includes an appendix with the finalists' nomination forms.
We also recently published a new infographic, State of VoC Programs.

As you begin to roll out your 2017 efforts, keep in mind that Temkin Group can help in many ways. To gains strong skills, you can attend one of our public workshops (starting with Employee Engagement in Miami in March), engage us to train your staff, gain valuable insights from a Research & Advisory Subscription (including our new individual subscriptions), have us deliver an inspiring speech, or bring us in to review and improve your plans.

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.
Temkin Group Employee Engagement Workshop in Miami
Temkin Group has a series of open enrollment workshops scheduled for 2017 in Miami, San Diego, Alexandria, VA, Boston, and London. We may also be going to Australia again. Our first workshop is focused on employee engagement...

2017 CX Trends

Here is  Temkin Group's annual list of CX trends, In 2017, companies will be:
  1. Elevating Purpose. We expect more leaders to start sharpening and sharing their organization's purpose.
  2. Operationalizing Emotion. We expect even more organizations to focus on customer emotion and to begin embedding these emotion efforts into their ongoing operations.
  3. Orienting Around Customer Journeys. We expect more companies to realign their metrics, analytics, experience design, and innovation around customer journeys.
  4. Continuing... Mobile, Mobile, Mobile. We expect more companies to shift towards a mobile first strategy, designing customer offerings with the assumption that the primary interface may be a remote digital device.
  5. Embracing Employee Engagement. We expect a jump in EE activities, and we hope CX and human resources groups will finally start coming together to work on engaging employees.
  6. Federating Customer Experience. We expect many companies to shift to a federated CX model by developing CX Centers of Excellence, Enterprise CX Coordination, and Distributed CX Skills and Mindset.
  7. Predicting Through Behaviors. We expect more companies will start collecting behavioral data and then using it to predict customer attitudes and future activities.
  8. Tapping Into Speech Recognition. We expect more companies to expand their use of speech recognition for insights and interfaces.
  9. Smartening Self-Service. We expect more companies to adopt technologies such as virtual agents and interactive guides, which will make self-service even smarter.
CX Matters Blog Posts
In Case You Missed It...

Here is some of the research we discussed in recent journals:

January 13: Temkin Group webinar: 

January 19
: Temkin Group webinar: 

January 24 : Temkin Group webinar:  

January 26: Bruce Temkin will speak on a Clarabridge webinar:  

March 1
: Aimee Lucas will speak in London:  The UK & Ireland Employee Engagement Conference

March 16 & 17: Bruce Temkin will speak in Copenhagen: 

March 21 & 22 : Temkin Group workshop  in Miami Engaging Employees In Your CX Journey

April 4 & 5 : Temkin Group workshop  in San Diego Mapping and Improving Your Customers' Journey

April 25 & 26: Temkin Group workshop in Alexandria, VA:  Driving Customer Experience Transformation

April 26 & 27: Jen Rodstrom wil speak in Toronto: Customer Experience Strategies Summit
State of CX Metrics, 2016

In our sixth annual State of CX Metrics  report, we looked at how large organizations use customer experience metrics. We found that the most commonly used metrics continue to be likelihood-to-recommend and satisfaction, while the most successful metric is transactional interaction satisfaction. Despite the fact that most companies have CX metrics in place, only 10% of companies regularly consider the effect of these measurements when they make day-to-day decisions.
Companies who participated in this benchmark also completed Temkin Group's CX Metrics Program Assessment, and here's what we found:
Temkin Group Research Plans and Updates

We have quite a few exciting new reports underway, including CX Plans for 2017Infusing Emotion into Digital Experience Design, Tech Vendor Product & Relationship Satisfaction, and Engaging a Tethered Workforce.

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.

I hope that 2017 is a happy, healthy, and purposeful year for you and your family !



Bruce Temkin, CCXP
Customer Experience Transformist & Managing Partner
Temkin Group 


Co-founder, Customer Experience Professionals Association 



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