Five Trends Will Redefine How Companies Use Customer Insights, According to New Temkin Group Research

WABAN, Mass., Dec. 16, 2014 /PRNewswire/ -- Temkin Group released a new research report, The Future of Customer Experience Insights. The research finds that customer insights efforts such as voice of the customer programs deliver value to their organizations, but they are significantly underperforming their potential for driving customer-centric activities. By examining leading-edge firms, Temkin Group identified five trends that will reshape how companies will gain value from these efforts.

"Companies have been overly focused on collecting data, and not spending enough time creating and using actionable insights," states Bruce Temkin, Managing Partner of Temkin Group. "Customer insights will evolve from a support function to the lifeblood of customer-centric organizations."

The research found that current customer insights efforts suffer from bloated surveys, isolated datasets, generic insights, inflexible processes, and outdated technology. As companies tap into new approaches fueled by capabilities such as text analytics, predictive analytics, and speech analytics, they'll radically change the way they use customer insights.

Temkin Group found that the future of customer insights will be defined by five key trends:

1. Deep empathy, not stacks of metrics. Companies need to tap into more qualitative methods to uncover richer insights.

2. Continuous insights, not periodic studies. Insights teams need to take responsibility for continuously educating the company about problems and opportunities.

3. Customer journeys, not isolated interactions. Insights teams need to analyze and frame findings in the context of customer goals and their paths to achieving these goals.

4. Useful prescriptions, not past descriptions. Insights teams need to optimize how they help the company make decisions that will improve the business.

5. Enterprise intelligence, not customer feedback. Companies need to combine customer feedback with the multitude of insight sources across the company.  

The report provides details into the practices that companies will use to take advantage of these trends as well as the changes they will require in the operations and skills of customer insights teams.

This research report can be accessed from the blog, Customer Experience Matters, at ExperienceMatters.wordpress.com or at the Temkin Group's website, www.TemkinGroup.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 (wwwTemkinRatings.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 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. Bruce is also the author of a very popular blog, Customer Experience Matters®. Prior to forming Temkin Group, he was a Vice President at Forrester Research for 12 years where he ran the customer experience, eBusiness, financial services, and B2B sectors and was the most-read analyst for 13 consecutive quarters.

Customer experience matters is a registered trademark of Temkin Group.

Contact
Bruce Temkin
617-916-2075
Email

To view the original version on PR Newswire, visit:http://www.prnewswire.com/news-releases/five-trends-will-redefine-how-companies-use-customer-insights-according-to-new-temkin-group-research-300009763.html

SOURCE Temkin Group

Related Links

http://www.temkingroup.com

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