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EXPERIENCE ‘18
The Future of CX: Humanistic, Prescriptive, and Responsive
Bruce Temkin, CCXPCX Transformist & Managing Partner
Temkin Group
Copyright ©2018 Temkin Group. All rights reserved.
From 1902 to 1910, Long Beach was the fastest
growing city in the U.S.
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From 1902 to 1910, Long Beach was the fastest
growing city in the U.S.
Copyright ©2018 Temkin Group. All rights reserved.
PEOPLESHIFT
NEWAPPROACHENABLER
Copyright ©2018 Temkin Group. All rights reserved.
PEOPLESHIFT
NEWAPPROACHENABLER
Neuroscience & Behavioral
Economics
Digitization & Mainstream
Analytics
Distributed & Tailored Insights
THEFUTUREOF CX
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80%60% 70%
Very Poor Poor Okay Good Excellent50%
Supermarket Chains
Banks
Health Plans
Airlines
Parcel Delivery
TV & Appliances
Retailers
Insurance Carriers
Hotels & Rooms
Utilities
Auto Dealers
Software Firms
Wireless Carriers
TV/Internet Service
Rental Cars & Transport
Investment Firms
Computer & Tablets
Streaming Media
Credit Cards
Fast Food Chains 2018 Temkin Experience Ratings
Customer experience benchmark of 318 companies across 20 industries.
Based on survey of 10,000 U.S. consumers.
TemkinRatings.com
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37%
18%
24%
9% 9%4%
CX maturity in large organizations
Source: Temkin Group report, The State of CX Management (April 2018)
Stage 1:
IGNOREStage 2:
EXPLOREStage 3:
MOBILIZEStage 4:
OERATION-ALIZE
Stage 5:
ALIGNStage 6:
EMBED
CXASSESS.com
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The Future of CX
ResponsivePrescriptiveHumanistic
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SIX KEYCOMPONENTSOF HUMANBEINGS
Humanistic
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HUMANCONVERSATIONAL
MODEL™
COOPERATIVEINTERFACE
Humanistic
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HUMANCONVERSATIONAL
MODEL™Intent
Decoding
Humanistic
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Anticipate what customers want to
achieve and how they want to achieve it.
INTENTDECODING
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HUMANCONVERSATIONAL
MODEL™Intent
DecodingContextualFraming
EmpatheticAgility
SupportiveFeedback
Humanistic
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Let customers know they are on the right
track to achieve their goals.
Ready to check out?SUPPORTIVEFEEDBACK
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HUMANCONVERSATIONAL
MODEL™Intent
DecodingContextualFraming
EmpatheticAgility
SupportiveFeedback
Basic Manners
Humanistic
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The Future of CX
Prescriptive
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Source: Temkin Group report, State of VoC Programs, 2017
Large orgs rate these areas of their VoC program as being “strong”
Prescriptive
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Actionable Insights
Customer Feedback
Prescriptive
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Actionable Insights
Intelligence Engine
Customer Feedback
Customer History
Real-time Interactions
Assistance Engine
Predictive Analytics, Text Analytics, NLP, Speech Analytics, & Machine Learning
Prescriptive
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• Timely, actionable insights
• Embedded within role-based processes
• Delivered as answers and recommendations, not charts and numbers
Prescriptive
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The Future of CX
HumanisticPrescriptive
Responsive
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A lot has changed…
PEOPLESHIFT
NEWAPPROACHENABLER
Neuroscience & Behavioral
Economics
Digitization & Mainstream
Analytics
Distributed & Tailored Insights
But leadership has not kept up!
Responsive
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COMMAND & CONTROL
ENGAGE & EMPOWER
AMASS & REVIEW
DETECT & DISSEMINATE
STRATEGIZE & PLAN
LEARN & ADJUST
GOALS & OBJECTIVES
PURPOSE & VALUES
Modernized Leadership Traits…
Responsive
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The Future of CX
HumanisticPrescriptive
Responsive
Copyright ©2018 Temkin Group. All rights reserved.
My coordinates…
Bruce Temkin, CCXPCX Transformist & Managing PartnerEmail: [email protected]: @btemkinBlog: Customer Experience Matters® (THECXBlog.com)
www.TemkinGroup.com
Copyright ©2018 Temkin Group. All rights reserved.26
Thank You!#EXP18Medallia
