2015 Is "The Year of the Employee," According to Leading Customer Experience Researcher Temkin Group

WABAN, Mass., Jan. 6, 2015 /PRNewswire/ -- Bruce Temkin, widely recognized as a customer experience thought leader, has released his annual listing of customer experience trends to watch. Headlining this year's list of eight customer experience trends for 2015 is Temkin's call to name 2015 "The Year of the Employee."

"As companies increasingly focus on customer experience in 2015, they'll recognize the need to make internal changes," states Bruce Temkin, Managing Partner of Temkin Group. "In 2015, successful customer experience efforts will realize that the key ingredient to success is their employees."

Here are some additional highlights from Temkin's list of customer experience trends for 2015:

1. Corporate Culture Conversations. Great things can happen when culture is aligned with the objectives of an organization. In 2015, we expect to see even more executives trying to build a customer-centric culture.
2. CX Training & Engagement. In 2015, as companies look to provide clear CX orientation to their employees, we expect to see a sharp increase in the demand for CX training courses.
3. Voice of the Customer Renovations. One of the most powerful forces inside an organization is clear feedback from customers. In 2015, we expect a lot of companies to evaluate and revamp their voice of the customer programs.
4. Mobile Mobile Mobile Formulations. In 2015, we'll see more collaborative economy activity from providers such as Uber and Airbnb, as well as an increase of traditional companies embedding mobile devices into their existing offerings and operational processes.
5. Brand (R)evaluations. We expect that in 2015, many companies will hit this brand wall and recognize the need to re-evaluate their brands.
6. Customer Journey Deliberations. In 2015, we expect to see many more companies using customer journey maps, and we expect more mature organizations to adopt the customer journey mindset.
7. Contact Center Loyalty Aspirations. In 2015, we expect many organizations to extract insights from their contact center interactions using text analytics and speech analytics.
8. Human Resources Participation. In 2015, as employees become the central focus, we'll see some HR groups stepping up to drive key areas of the CX transformation within their companies, including the critical focus on employee engagement.

This full listing of the eight trends can be accessed from the blog, Customer Experience Matters®, at ExperienceMatters.wordpress.com.

For more information about Temkin Group, visit www.TemkinGroup.com.

About Temkin Group: Temkin Group is widely recognized as a leading customer experience research and consulting firm. Many of the world's largest brands rely on its insights and advice to steer their transformational journeys. Temkin Group combines customer experience thought leadership with a deep understanding of the dynamics of organizations to help accelerate results. Rather than layering on cosmetic changes, Temkin Group helps companies embed practices within their culture by building four critical competencies: Purposeful Leadership, Employee Engagement, Compelling Brand Values, and Customer Connectedness. The firm's ongoing research identifies leading and emerging best practices across a wide range of activities for engaging the hearts and minds of customers, employees, and partners. Temkin Group also publishes Temkin Ratings (www.TemkinRatings.com), an annual evaluation of companies based on consumer feedback. For more information, contact Bruce Temkin at 617-916-2075 or send an Email.

About Bruce Temkin: Bruce Temkin is widely recognized as a customer experience thought leader and is Customer Experience Transformist and Managing Partner of Temkin Group. He is also the author of a very popular blog, Customer Experience Matters (ExperienceMatters.wordpress.com). Prior to forming Temkin Group, he was a VP at Forrester Research for 12 years. Bruce is a highly demanded speaker who consistently receives high marks for his content-rich, entertaining keynote addresses. He is also the co-founder and Chair of the Customer Experience Professionals Association (CXPA.org), a global non-profit organization dedicated to the advancement of customer experience management.

Customer experience matters is a registered trademark of Temkin Group.

SOURCE Temkin Group

Related Links

http://www.TemkinGroup.com

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