Your Monthly Guide to Customer Experience Transformation
Have you ever wished for way to objectively evaluate your organization’s CX efforts? If so, you’re in luck! We have just turned our  Customer Experience Competency & Maturity Assessment i nto a dynamic online tool that anyone can access for FREE. This CX Assessment will not only help you identify your company’s strengths and weaknesses, but when you’ve finished, it will suggest a set of recommended resources based on your specific needs .
Complete our online assessment to find out your organization's CX maturity level (out of six levels of maturity), your ratings in each of the Four CX Core Competencies, and specific recommendations based on your results. Start Your CX Assessment!
And because our infographics tend to be popular, we published two more of them last month. One shares  12 CX factoids , while the other focuses on  employee engagement You can find more details on these infographics below.

Below you will also find more information on our new report,  Tech Vendor Product and Relationship Satisfaction , and on two new posts that examine the  future of VoC  and  B2B customer success organizations .

Finally, there are a few upcoming items we’d like you to know about. First, the deadline for nominations for the  2018 CX Vendor Excellence Awards  has been extended to Tuesday, March 13 th . Second,  our next CX workshop  is in San Diego on April 3 rd & 4 th . And third, we've extended the  25% discount period for the CX Institute  until the end of April.
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.

Our latest two infographic are full of data from Temkin Group's 2017 research...

Snippets from this infographic:
  • Engaged employees are 5.3 times more likely to make an improvement recommendation than disengaged employees.
  • 22% of employees in large organizations are highly engaged.
  • 26% of young employees are highly engaged.
  • CX leaders have 1.5 times as many engaged employees as CX laggards.
  • Only 4% of large firms have reached the highest level of employee engagement maturity.

Snippets from this infographic:
  • Only 7% of large firms earned a "good" Temkin Emotion Rating.
  • The average NPS for tech firms dropped from 29.9 in 2016 to 21.4 in 2017.
  • 45% of leaders prioritize taking action on employee feedback.
  • When bosses show appreciation, their employees are 16 percentage-points more likely to do something that is good for the company.
  • More than half of employees say that an inspiring mission is the most important attribute of a new job.
Other Recent Content
Here are some recent posts on Customer Experience Matters ® blog:
Companies are in early stages of voice of the customer (VoC) maturity, as are the vendors that support them. Next generation VoC programs will require  Customer Insight & Action Platforms  that incorporate more advanced analytics, support more casual users, depend less on surveys, and are easier to use.
B2B companies must change how they interact with customers. Instead of relying on sales-oriented account management teams, they must create customer success organizations. These groups should focus on making sure they deliver on an explicit set of customer promises.
800 IT decision-makers from large companies to rate both the products of and their relationships with 58 different tech vendors.  Google Oracle , and  Microsoft  earned the top overall scores, while  Autodesk ADP , and  Fujitsu received the lowest overall scores.
Best Practices Reports
Benchmarking Data
Free eBooks
Temkin Group Research Plans and Updates
We have quite a few exciting new reports underway, including Customer-Centric Artificial Intelligence , Propelling Experience Design Across the Organization , Examining In-Stadium Fan Experiences, and the Temkin Experience Ratings.


  • 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.