Closing and Welcoming the Year of Humanity
Last year Temkin Group labelled 2018, The Year of Humanity. With all of the discord and tension throughout the world, it seemed like a good time to promote the following mindset: Embrace divers...
By Bruce Temkin
What’s All This About X- and O-Data?
You might have heard Qualtrics discussing X-data (experience data) and O-data (operational data), and wondered, should we care? The answer is yes, and here’s why. Let’s start with a basic prem...
By Bruce Temkin
The Future of VoC Actionable Insights: Assistance Engines
Earlier this week I gave a speech called “The Future of CX: Humanistic, Prescriptive, and Responsive.” During that session, I discussed a missing link in today’s VoC technology: Assistance Engi...
By Bruce Temkin
5 Promises That Define B2B Customer Success
We work with many of the largest technology companies, helping them bolster the experiences they deliver to customers, often focusing on their (business-to-business) B2B relationships. With the shi...
By Bruce Temkin
The Future of VoC: Insight & Action, Not Feedback
The vendor market for Voice of the Customer (VoC) products and services has been heating up, with numerous acquisitions and mergers. All of this is happening as companies are trying to figure out how ...
By Bruce Temkin
Want Loyal Customers? Start Talking About Their Emotions!
Every time a customer interacts with you, they feel one of these A’s: Angry: Customers feel wronged by the interaction and will look for opportunities to tell other people (a.k.a. vent) about t...
By Bruce Temkin
People Aren’t Perfect, Design Around Their Biases
Intuitive thinking—also known as System 1 thinking—is fast, effortless, automatic, and takes place in our unconscious, while rational thinking—also known as System 2 thinking—is slow, effortfu...
By Bruce Temkin
My Latest 9 Recommendations for NPS
We study 100’s of companies that use Net Promoter® Score (NPS®) and work with dozens of others that are in different stages of NPS deployment. We also publish one of the most comprehensive annual...
By Bruce Temkin
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