Temkin Group Announces 2014 Customer Experience Excellence Award Winners

WABAN, Mass., Nov. 11, 2014 /PRNewswire/ -- Temkin Group, a leading market research and consulting firm that helps organizations accelerate customer experience transformation, announces the winners and finalists of its third annual Customer Experience Excellence (CxE) Awards.

The three winners of Temkin Group's 2014 CxE Award are Dell, EMC Corporation, and Touchpoint Services. In addition, the following five organizations were selected as finalists for the award: Aetna, Activision, Crowe Horwith, The Results Company, and Texas.gov.

Organizations submitted nominations for the CxE Awards during October and November 2014 that were evaluated based on three criteria: customer experience transformation efforts, business and customer results, and sustainability.

The CxE Awards were judged by six noted customer experience experts: Ginger Conlon (Editor-in-chief of Direct Marketing News), Shep Hyken (Author and Chief Amazement Officer of Shepard Presentations), Ingrid Lindberg (Customer Experience Officer of Prime Therapeutics), Aimee Lucas (CX Transformist & Vice President of Temkin Group), Bruce Temkin (CX Transformist & Managing Partner of Temkin Group), and Bob Thompson (CEO and Editor-in-Chief of CustomerThink).

The judges were impressed by the high quality of the submissions. Conlon stated, "The companies that stood out to me as CX leaders have a dedicated team, a clear link to business objectives and performance metrics, and customer experience initiatives that extend well beyond the customer service team."

According to Hyken, "When you look at the organizations that are finalists, how can there really be a winner and loser? At this level, everyone is playing at the top of their game – and their customers appreciate it!"

Here are highlights from the winning customer experience efforts:

• EMC Corporation's Total Customer Experience program at EMC works across the enterprise to enhance the company's customer experience by listening to customer feedback, analyzing data, and taking directed action based on that feedback and data.
• TouchPoint Services' business goals, known as Top of Mind Objectives, guide the work of its 6,800 associates, helping them to find inefficiencies and improve patient satisfaction, associate engagement, safety, unity, and budget compliance.
• Dell's CX efforts start with an emphasis on listening to and engaging with customers and employees. Dell enlists different groups from across the company—including engineering, marketing, sales, support, and digital—to make improvements to the entire customer journey.

Lindberg added, "Each and every year, the applicants' strategies and results are stronger and stronger. It is such an exciting time as we continue to see our practice grow and mature. These applicants are proof!"

Last year's winners of the Temkin Group CxE Awards were AIG Asia Pacific, Cisco, EMC, Intuit, and Oracle.

For more information about the winners and the CxE Awards, visit the Customer Experience Matters® blog, at ExperienceMatters.wordpress.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. For more information, contact Bruce Temkin at 617-916-2075 or send an email to [email protected].

Customer experience matters is a registered trademark of Temkin Group.

Media Contact:
Bruce Temkin
617-916-2075

SOURCE Temkin Group