Your Guide to Customer Experience Transformation

October 2017
Elevating Purpose on Customer Experience Day
Happy CX Day!

For the fifth straight year, Temkin Group is spending October 3rd celebrating great customer experience and the dedicated professionals who make it happen. This time of year always makes me feel especially proud to work in the CX profession. It's awe-inspiring to see that the event we created at the CXPA in 2013 has blossomed into such a wonderful global celebration.

This year Temkin Group's CX Day celebrations center around our 2017 theme of Elevating Purpose . Join us for one or all of these activities:

In addition to preparing for CX Day, we've also recently published our annual U.S. consumer Net Promoter Score Benchmark Study. Congratulations to USAA , JetBlue , Jeep , and Chick-fil-A  for earning the highest NPS out of the 299 companies we evaluated across 20 industries. Meanwhile, at the other end of the likely-to-recommend scale, Comcast, Citibank, and Charter Spectrum received the lowest NPS. Take a look below to see the range of scores across each of the 20 industries.

If you're looking to build strong CX skills, think about registering for one of our two 
remaining workshops in 2017 :  
CX Day is also a great time to reflect on all of the great CX work you've been doing. Why not get some recognition?!? We're accepting nominations through October 20th for the annual CX Excellence Awards.

As we enter the final months of 2017, don't forget to budget for Temkin Group services in your 2018 plans. Our expertise can help you improve your company's CX, build a customer-centric culture, improve employee engagement, and more.

Temkin Group logo

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.

Learn Strong CX Skills in Upcoming Workshops
Recent Post on the Power of Purpose

We recently published a number of posts that examine the impact of purpose. Make sure to visit out Elevate Purpose page to see even more items focused on this critical topic.

The CX Institute: Training For All Employees

The  CX Institute is an online training platform that equips employees with the knowledge, skills, and mindset required to help their company become more customer-centric. This training is designed to be accessible to a wide range of employees across the entire organization.

Contact for more information.
In Case You Missed It...

Here are some recent research reports:
Net Promoter Score Benchmark Study, 2017

Temkin Group surveyed 10,000 U.S. consumers and used their feedback to calculate the Net Promoter Score of 299 companies across 20 industries. Here is the range of NPS for each industry we evaluate  in the research report.

October 10: Temkin Group Webinar: Industry Spotlight: Insurance

October 11: Aimee Lucas will speak on an Employee Engagement Alliance webinar:  The Critical Connection Between Employee Engagement and Customer Experience

October 17: Temkin Group Webinar: Industry Spotlight: Wireless Providers

October 20: Nominations due for Temkin Group's CX Excellence Awards

October 23: Temkin Group Webinar: Industry Spotlight: Hotels and Rooms

December 5 & 6: Temkin Group workshop in San Diego:  Driving Customer Experience Transformation
Temkin Group Research Plans and Updates

We have quite a few exciting new reports underway, including  Five Steps for Building a Strong CX Metrics ProgramThe State of VoC Programs, and  Temkin Loyalty Index.

  • 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.

If you're interested in Temkin Group's research or services, then drop me a line at , visit our website at .



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


Co-founder and Chair Emeritus, Customer Experience Professionals Association 



Net Promoter Score, Net Promoter, and NPS are registered trademarks of Bain & Company, Satmetrix Systems, and Fred Reichheld. 

Customer Experience Matters is a registered trademark of Temkin Group.