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Today we announced the results of the 2014 Temkin Group CX Vendor Excellence Awards. Once again we had a great group of nominees, making the scoring difficult for the judges. Congratulations to this year’s winners: Allegiance Clarabridge...

The online and offline customer experience differs prominently. In a physical store, customer use physical cues to assess the competency of an establishment. It is a lot easier to evaluate the professionalism of employees after meeting them in-person...

Figure 1. Customer Experience Leaders Outperform Customer Experience Laggards In this post, I study what loyalty-leading companies do differently than loyalty-lagging companies in their customer experience management (CEM) efforts. The research helps...

Multiple times companies end up getting distracted in the fluff of the service and forget to understand the basics of customer service or small and simple steps that make the actual impact. CUSTOMER EXPERIENCE AMBIGUITY Large multinational firms and...

G U E S T  A R T I C L E By Toma Kulbytė Post Summary What is customer experience? Customer experience is the new battlefield The importance of multi-channel servicing It seems that it was only yesterday that every business claimed the key to winning...