Your Monthly Guide to Customer Experience Transformation
D id you know that a typical $1 billion company can  increase its revenues by $775 million  over three years if it makes just a modest improvement to its customer experience? We built a model that estimates how a moderate improvement in CX would impact the revenue of a typical $1 billion company across 20 different industries. You can find this data, along with data about the correlation between CX and loyalty behaviors (like repurchasing and recommending), in Temkin Group's report,  ROI of Customer Experience, 2018 . See more details from this report below.

In addition to publishing research, Temkin Group also recently announced its plans for  celebrating Customer Experience Day  on October 2nd. We'll be sharing a lot of free new content, including an eBook, infographic, and research as well as two webinars:  CX 101: The Definitive Intro To CX  and  Three Strategies For Humanizing CX . We will also discount all of our research and our CX Institute online training for the day.

Last month, we also released both a new video,  Six Laws of Customer Experience , and a new infographic,  Propelling Experience Design .
This video, which is based on our extremely popular eBook, explains the fundamental truths about how people and organizations behave.
This infographic examines how companies can master one of the skills that’s crucial for customer experience success: Experience Design .
Get Some CX Recognition!
We just announced the opening of the  2018 CX Excellence Awards! These awards recognize organizations for their strong customer experience efforts. Submit your nomination  by October 12th .
2019 Workshop Schedule
And if you’re looking to sharpen your CX skills, join us at one of our   open enrollment workshops ! We just released the schedule for early 2019:
2018:
> September 25 & 26 in San Diego: Customer Journey Mapping
> November 7 & 8 in Boston: Mastering CX Fundamentals ( née Driving CX Transformation)
> December 11 & 12 in Miami: Customer Journey Mapping

2019:
> February 27 & 28 in San Diego : Customer Journey Mapping
> March 19 & 20 in Dallas Mastering CX Fundamentals
> April 17 & 18 in Miami: Mastering Employee Engagement
> May 7 & 8 in DC Customer Journey Mapping

We will be adding more workshops throughout 2019.

And if you qualify, 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.
ROI of Customer Experience, 2018

To understand the connection between CX and loyalty, we examined feedback from 10,000 consumers about their experiences with and their loyalty to 318 companies across 20 industries.  This new report shows that :

> There's a high level of correlation between CX and several loyalty behaviors, including likelihood to repurchase, trust, recommend, and forgive the company if it makes a mistake.

> There’s a 21-point difference in Net Promoter Score between consumers who’ve had a very good experience with a company and those who’ve had a very poor experience.

> Emotion drives the most significant increase in loyalty.

> On average, companies can gain $775 million over three years. Software companies stand to earn the most ($1 billion over three years), while utilities stand to earn the least ($476 million over three years).
September 18 :  Temkin Group webinar: Industry CX Spotlight: Banking
September 18 :  Bruce Temkin will speak on Cyara webinar : 5 Steps for Building a Strong CX Metrics Program
September 20 :  Bruce Temkin will lead a session in Toronto (CXPA event):  Humanizing Customer Experience
September 20 :  Temkin Group webinar: Industry CX Spotlight: Airlines
September 25 & 26 : Temkin Group workshop in San Diego : Mapping and Improving Your Customer's Journey
September 27 :  Temkin Group webinar: Industry CX Spotlight: Rental Cars
October 2 : Temkin Group will be celebrating Customer Experience Day .
October 5 :  Temkin Group webinar: Industry CX Spotlight: Hotels
October 10 :  Temkin Group webinar: Industry CX Spotlight: Health Plans
October 16 :  Temkin Group webinar: Industry CX Spotlight: Retail
October 23 :  Temkin Group webinar: Industry CX Spotlight: Auto Dealers
October 30 :  Temkin Group webinar: Industry CX Spotlight: TV/Internet Service Providers
November 5 :  Temkin Group webinar: Industry CX Spotlight: Utilities
November 7 & 8 : Temkin Group workshop in Boston : Mastering CX Fundamentals
November 13 :  Temkin Group webinar: Industry CX Spotlight: Insurance
December 11 & 12: Temkin Group w orkshop in Miami : Mapping and improving Your Customers' Journey
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.
Best Practices Reports
Benchmarking Data
Free eBooks
Temkin Group Overview & Research Plans
We have quite a few exciting new reports underway, including  Federating VoC Programs , Humanizing Contact Center Interactions , and NPS Benchmark, 2018 .