"Temkin Group, a leading customer experience research, advisory, and training firm, announces the publication of its annual list of customer experience trends, and labels 2018 as "The Year of Humanity."
Every year, Temkin Group highlights one theme that it sees as being particularly important for the customer experience community. In previous years, the focus has been on Empathy, Employees, Emotion, and Purpose."
https://www.prnewswire.com/news-releases/temkin-group-releases-annual-list-of-customer-experience-trends-and-labels-2018-the-year-of-humanity-300574197.html/
In fact, according to Forrester’s recently released U.S. CX Index, customer experience quality worsened across the board between 2016 and 2017, with brands losing an average of five points. Temkin Group has reported similar declines in its annual CX ratings. But businesses are investing more than ever in customer experience improvement efforts. So what’s going on? Why do ratings continue to drop?
https://www.mediapost.com/publications/article/310701/declining-customer-experience-is-great-for-your-bu.html/
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