Intensify Emotion Provider Showcase

IntenisfyEmotion2Our research shows that emotion has a significant impact on customer loyalty, yet is almost entirely ignored. To help companies recognize and tap into the power of customer emotion, we started the “Intensify Emotion” campaign.

As part of this campaign, we’ve created the Intensify Emotion Provider Showcase as an opportunity to highlight some of the vendors who are helping their clients discuss, measure, enhance, and design for emotion. Vendors submitted nomination forms to Temkin Group describing the ways in which they help clients emotionally connect with customers.

Given the complicated nature of human emotions, there is no single path companies must follow to engage customer emotions; rather there are any number of possible strategies and methods companies can adopt. To help companies learn about some of the concrete ways they can improve emotions, we wanted to highlight a sample of cutting-edge vendors who are using proven, scalable strategies to Intensify Emotion across organizations. For example, some vendors use facial or voice recognition technologies to identify customer emotions, some create feedback mechanisms that specifically measure emotions, some design for sensory cues that trigger emotions, and others focus on amplifying customer emotion throughout the company.

CONGRATULATIONS to the companies that were selected into the showcase based on the innovativeness of their use cases and the scalability of their products for a large organization (the remainder of this post was directly contributed by the vendors):

  • audEERING GmbH (www.audeering.com): audEERING develops intelligent audio analysis algorithms and provides consulting services to help you integrate next-generation audio analysis technology into your products and your workflow. audEERING’s main area of expertise is automatic emotion recognition from speech signals. Its technology is based on decades of solid, published scientific evidence and uses audEERING’s popular open-source speech and emotion analysis framework openSMILE as core. Here’s the company’s use case:
    • Callyser – Automatic Emotion Recognition from Speech
  • BigEars Ltd (www.bigears.com): BigEars are award-winning world leaders in interactive voice feedback surveys. Founded in 2004, BigEars helps businesses become more profitable by connecting them to their customers in a way not previously possible. Our unique feedback application, Customer Radio, brings feedback to life by making the voice of the customer easy to capture, listen to and share. With BigEars every number has a human experience behind it, giving you answers to questions you never knew to ask.Here are the company’s use cases:
    • Cabot Financial
    • Wellington City Council
  • Cogito (www.cogitocorp.com): Cogito Corporation develops and delivers behavioral analytics software that provides sales, service and care management professionals with the real-time emotional intelligence needed to improve sales results, deliver amazing customer experiences and enhance quality of care. By applying validated behavioral science through artificial intelligence and machine learning, Cogito helps the world’s most successful enterprises enhance employee productivity and better care for their customers. Backed by Romulus Capital and Salesforce.com, Cogito is headquartered in Boston, MA. Here are the company’s use cases:
    • Building Emotional Connections On Every Member Phone Conversation 
    • Delivering Better Care Through Real-time Emotional Intelligence
    • Artificial Intelligence Enhances Negotiation Skills
  • Confirmit (www.confirmit.com): Confirmit enables organizations to develop and implement Voice of the Customer, Employee Engagement and Market Research programs that deliver insight and drive business change. Confirmit’s clients create multi-channel, multi-lingual feedback and research programs that engage customers, empower employees, and deliver a compelling respondent experience. Confirmit’s solutions are the most secure, reliable and scalable in the world, and provide technology and expertise that deliver high Return on Investment to leading companies across a range of industries. Here are the company’s use cases:
    • Giving the Customer a Seat in the Boardroom 
    • Sony Mobile Corporation: Emotion in Social Media
    • Uncovering Emotion in B2B Sales and Support
  • CrowdEmotion (www.crowdemotion.co.uk): CrowdEmotion is a cloud-based emotion intelligence company that measures emotion in a way that is scalable, insightful and cost-effective. We are a dedicated team on a mission to collect and curate the world’s emotions to further human understanding. To do so, we provide a cloud-based platform where academics and industry can extract emotions from consumer devices to infuse them into the business in a relevant way. Here are the company’s use cases:
    • The Science of Engagement 
    • BBC Worldwide: Tackling the Elephant
  • Fiveworx (www.fiveworx.com): Fiveworx is a customer engagement software platform that was purpose-built for the energy sector. Our custom-built email marketing and marketing automation software uses persona-based messaging and journeys (derived from proprietary polling of 80,000 Americans on their opinions, behaviors and attitudes around energy and environment) to tap into energy customers’ deeper emotional drivers and engage and motivate them to act, increasing customer participation in utility programs, products and services; improving customer satisfaction, and delivering energy savings. Here’s the company’s use case:
    • Alliant Energy in Wisconsin takes utility customer engagement to a new level
  • Man Made Music (www.manmademusic.com): Man Made Music is a strategic music and sound studio. We score entertainment and brand experiences by creating unique sonic identity systems that can be woven through brand touchpoints – communications, devices, customer support and immersive environments. Because people have instinctive and visceral emotional reactions to music and sound, our work helps brands efficiently and effectively convey meaning and strengthen emotional connections with their audiences, by providing more familiar and desirable brand experiences. Here are the company’s use cases:
    • Using Sonic Identity to Better Connect Across Touchpoints
    • Using Sonic Identity to Galvanize People Around an Organization’s Mission
    • Using Sonic Identity to Ignite Emotion in Immersive Environments: IMAX
  • Mattersight (mattersight.com): Mattersight’s mission is to help brands have better conversations with their customers. Using a suite of innovative personality-based software applications, Mattersight can analyze and predict customer behavior based on the language exchanged during service and sales interactions. This insight can then facilitate real-time connections between customers and the agents best capable of handling their needs. Fortune 500 enterprises rely on Mattersight to drive customer retention, employee engagement and operating efficiency. Here are the company’s use cases:
    • Predicting NPS outcomes for 100% of conversations through measuring emotions
    • Fortune 20 healthcare leader slashes costs in call-center through better emotional connections

Details of Intensify Emotion Providers

Here are the detailed submissions from the vendors (we did not edit these): Read more of this post

2015 Temkin Group CX Vendor Excellence Award Winners

1503_CxVE_AwardBadge

Today we announced the results of the 2015 Temkin Group CX Vendor Excellence Awards. Once again we had a great group of nominees, making the scoring difficult for the judges. Congratulations to this year’s winners:

Confirmit
Clarabridge
NICE Systems
Qualtrics
Rant & Rave
ResponseTek
Walker

In its third year, these awards recognize companies that provide products and services that help companies improve the customer experience they deliver. Nominees are rated based on their capabilities, results, and client feedback.

The CxVE Awards were judged by five noted customer experience experts: Mila D’Antonio (Editor-in-Chief at 1to1 Media), Desirree Madison-Biggs (Customer Experience/NPS Programs Director at Airbnb.), Rick Meyreles (VP – Global Voice of Customer, World Service at American Express), Jen Rodstrom (CX Transformist at Temkin Group), and Bruce Temkin (Managing Partner & CX Transformist at Temkin Group).

This year’s crop of candidates was quite competitive. With growing capabilities aimed at improving their clients’ customer experience, thoughtful strategies focused on long-term growth, and exciting road maps that promise innovative enhancements and product launches in the coming months, the vendors that participated in the Temkin Group Customer Experience Vendor Excellence Awards prove that customer experience excellence is at the forefront of technology design.” – Mila D’Antonio

Watch this blog and my Twitter feed for an announcement about the 2016 CX Vendor Excellence Awards in January 2016.

I’ve included the first two section of the nomination forms submitted by the seven winners. Read more of this post

Formation of MaritzCX is Sign of VoC Times

In case you missed it, the VoC technology provider Allegiance was purchased by Maritz Holdings and then combined with Maritz Research (a part of the acquiring company) to form MaritzCX. Carine Clark, the CEO of Allegiance, was named CEO of the new company.

My take: First of all, I like the move for both Martiz and Allegiance. MaritzCX can offer a strong technology platform and a strong services capability. The newly formed company has the scale and capabilities to compete effectively for most large-scale VoC implementations.

Allegiance has been one of the growing class of applications that I call Customer Insight and Action (CIA) Platforms. I coined this term in 2010 while other people were calling them Enterprise Feedback Management (EFM) systems. As the dynamics in the market continue to play out, these technologies are looking even more like CIA Platforms. Rather than just focusing on surveys and other forms of feedback, these systems increasingly:

  • Incorporate non-feedback data like customer profiles and transactional history
  • Distribute tailored, contextual insights across an organization
  • Provide alerts based on specific criteria
  • Support workflow associated with taking action based on the insights
  • Integrate with other applications like CRM and workforce management

The acquisition/merger is an acknowledgement that running a leading-edge VoC program requires more than a technology platform. Recent Temkin Group shows that only 11% of VoC programs within large companies have reached the top levels of maturity. These efforts aren’t easy. This graphic from our report, Text Analytics Reshapes VoCs, highlights some of the capabilities that future VoC programs will need: TAVoCChanges

To implement a world-class VoC program, companies need to undergo significant change. It takes a combination of:

  • CIA Platform for gathering customer data, uncovering insights, and sharing actionable insights across the organization.
  • Skills for defining research methodologies, managing the data flow, analyzing data, and building processes for sharing actionable insights and driving continuous improvement.
  • Governance for ensuring that the company makes changes across the company based on the flow of actionable insights.

MaritzCX is an attempt to combine those capabilities into a single provider. That’s the same motivation that led Mindshare (renamed InMoment) to acquire Empathica last year (which was a move that I liked for those companies as well).

This acquisition will push other aspiring CIA Platform vendors such as Clarabridge, Confirmit, Kampyle, Medallia, NICE, Qualtrics, ResponseTek, and Verint to strengthen their relationships with services companies.

Will there be more acquisition in the VoC arena? Absolutely. CIA Platforms are a natural extension to CRM and analytics applications, so watch for the big software players (e.g., Oracle, Salesforce.com, IBM, SAP) to get more active into this space.

The bottom line: MaritzCX is a sign of things to come.

 

 

2014 Temkin Group CX Vendor Excellence Award Winners

Watch this blog and my Twitter feed for an announcement about the 2015 CX Vendor Excellence Awards in January


CEVendorAward_logoToday we announced the results of the 2014 Temkin Group CX Vendor Excellence Awards. Once again we had a great group of nominees, making the scoring difficult for the judges. Congratulations to this year’s winners:

Allegiance

Clarabridge

Verint

Also, congratulations to the finalists: Confirmit, Enghouse Interactive, Mindshare Technologies, Qualtrics, and Walker.

In its second year, these awards recognize companies that provide products and services that help companies improve the customer experience they deliver. Nominees are rated based on their capabilities, results, and client feedback.

The CxVE Awards were judged by five noted customer experience experts: Mila D’Antonio (Editor-in-Chief at 1to1 Media), Denise Bahil (CX Transformist at Temkin Group), Desirree Madison-Biggs (Director of Customer Experience Insights & Advocacy at Symantec), Rick Meyreles (VP – Global Voice of Customer, World Service at American Express), and Bruce Temkin (Managing Partner & CX Transformist at Temkin Group).

I’ve included the first two section of the nomination forms submitted by the eight winners and finalists. Read more of this post

Confirmit Buys CustomerSat As CIA Platforms Evolve

As I’ve mentioned in the past, the customer experience management space is ripe for M&A activity. So it wasn’t a big surprise last week when Confirmit announced that it had acquired CustomerSat from MarketTools. For those of you who don’t know these firms, they both provide what I call Customer Insight and Action (CIA) platforms that are sometimes referred to as Enterprise Feedback Management or EFM. These vendors provide tools and capabilities for organizations to manage their voice of the customer (VoC) programs.

I spoke with Confirmit CEO Henning Hansen and members of his management team about this move. Not surprisingly, they were excited about the opportunities for both companies. CustomerSat brings 120 or so enterprise customers and a strong services team. The execs also spoke about how CustomerSat customers will get access to new capabilities such as Confirmit’s mobile features from its previous acquisition of Techneos. Here are some other tidbits from my discussion:

  • Confirmit is committed to supporting both platforms. Hansen told me that they “will not lose one customer because of shutting off support.” Having said that, the company has not yet defined the combined product roadmap that (from my point of view) must eventually merge the platforms.
  • CustomerSat’s services capabilities will help Confirmit accelerate its plans to add more services around its CIA technology platform.
  • Confirmit will be able to incorporate parts of CustomerSat’s reporting and dashboard capabilities since it is better suited for access by untrained, non-analysts.
  • The companies will not immediately combine the two sales forces, but will incent the two groups to help each other with joint customers and opportunities. I expect that they will combine the salesforce by the beginning of 2013.
  • I suggested that the company should consider rebranding itself from Confirmit to CustomerSat. Hansen said that they were open to looking at all possibilities as they complete the post-acquisition plans.

My take: Although Confirmit did not share any of the financial details of this deal, it appears to be an excellent move. Confirmit has had a strong foothold in Europe and with market research companies that use its platforms as part of their offerings. CustomerSat provides the company with significant scale in the US and a stronger base of enterprise customers. It also needed to round out its platform with more services, which was a strong area for CustomerSat.

This is also an excellent move for CustomerSat and its customers. While CustomerSat is one of the most tenured CIA vendors and has had a strong offering, it was somewhat orphaned when TPG Growth purchased MarketTools to combine other pieces of the company with SurveyMonkey. This move should provide more stability for CustomerSat customers and a stronger long-term roadmap. Having said that, both CustomerSat and Confirmit customers will likely have to deal with some migration issues in the future when Confirmit merges the platforms. I would expect the company to invest heavily in minimizing the impact of these transitions.

More importantly, this solidifies Confirmit as one of the leading CIA vendors for large enterprises along with vendors such as Allegiance, Medallia, Mindshare Technologies, ResponseTek, and Vovici.

As VoC programs continue to expand and mature (see Temkin Group report: Prepare For Next Generation Voice of the Customer Programs), we expect to see demand continue to grow for CIA platforms. These vendors will need to increasingly build out their social media, analytics and mobile capabilities while adding services to support more advanced VoC programs within large enterprises.

I expect to see additional acquisitions in this market as the CIA vendors creep into other markets such as CRM, analytics, market research, and business intelligence.

The bottom line: The CIA market will continue to evolve

Debriefing the CXPA Members Insight Exchange

Don’t miss the 2013 Members Insight Exchange
in San Diego on May 14th and 15th

I just finished two fantastic days in San Diego at the gorgeous Hotel Del Coronado for the CXPA Members Insight Exchange. As with last year’s event, there was a ton of energy throughout the two days. And there should be. We’ve just crossed 1,500 members and there are great things going on across the Customer Experience Professionals Association (CXPA).

Here’s one of the slides that we used to kick off the event that provides a good sense of what the CXPA is all about:

Since Jeanne Bliss and I were leading the event, I did not get to see all of the sessions. But here are some of my observations from what I was able to take in:

  • It’s easy to grow apart from your customers. Simon Lowe, Director, Field Operations discussed a phase of growth where 1-800-GET-JUNK ran into problems. His assessment: “The bigger and faster we grew, the further away we became from our customers. Our customers became ‘jobs.’” Ray Davis, CEO of UmPQUA bank, had this to say about the topic: ” Bureaucracy and processes take over when you grow for growth’s sake, and that’s the kiss of death.”
  • Even junk can drive loyalty. Lowe talked about how 1-800-GOT-JUNK ran into some problems after a fast growth spurt. The company realized that “Loyalty comes from listening and acting on the feedback given.” They also found that “Satisfied customers will not grow our business. Loyal, enthusiastic raving ‘promoters’ grow businesses.” They looked at how many customers repeated business with them in from 2010 to 2011: 4% of detractors, 8% of passives, and 18% of promoters.
  • Life is empty without purpose. Neff Hudson, USAA’s AVP of Emerging Channels, discussed one of USAA’s three pillars: “Make it about a bigger vision.” The company’s mission it at the heart of all it does: “…facilitate the financial security of its members, associates, and their families through provision of a full range of highly competitive financial products and services…” Ingrid Lindberg from Prime Therapeutics shared this thought: “Everyone wants to be part of something bigger, but you have to help them figure out how they fit.”
  • Engage thy employees. Davis says that UMPQUA’s front line employees “make every and any decisions on customer service.” He also said “if you empower people and have their backs, they won’t abuse it. If a few do, then you just need to get rid of them.” Anna Elwood, Director of Operations at medical visit scheduling company ZocDoc, talked about how her company’s performance reviews are focused on “living the values.” Lowe says this about 1-800-GOT-JUNK: “To differentiate our customer experience, first we improved our relationship with our employees.” Andrew Smith, VP of Customer Experience and Strategy at Signature HealthCARE talked about how his company is embedding its service values in hiring, on-boarding, training, daily stand-up meetings, and almost all elements of its human resource efforts.
  • Mobile, mobile, did I mention mobile? Many speakers mentioned the current or upcoming impact that mobile will have on their business. Hudson provided some compelling numbers for USAA: Between 2011 and 2016, USAA expects the volume of mobile interactions to grow from 192 million to over 1 billion, and represent over half of all USAA interactions. As a matter of fact, the company expects digital interactions to be around 20x its traditional call center volume in that timeframe.
  • You can’t know your customer well enough. One of USAA’s three pillars is “know our members.” And they do. Hudson talked about how a member may call in to change his address, but the reps are trained to understand “why” and deal with bigger issues. If the call is from a soldier who is about to be deployed, then the rep might check to see if the member has thought about items such as a will, power of attorney, and life insurance. The rep might even put a hold on the member’s car insurance, so he doesn’t have to pay if it’s not going to be used while he’s deployed. Lowe from 1-800-GOT-JUNK said “loyalty comes from listening and acting on the feedback given.” The company has identified that customers are interested in different value statements, so it teaches employees to recognize and sell towards that value statement.
  • CX innovation is blossoming. Throughout the event, we heard from CX practitioners who are finding new ways to help their organizations build loyalty by delivering outstanding experiences. For instance, the “Member Show & Tell” highlighted 16 different tools that members are successfully using. We also announced the 2012 CX Innovation Award winners: Copart, Fidelity Investments, ICW Group, Memorial Health Systems, PHH, UnitedHealth Group (congratulations!). These companies were judged as the best out of almost 100 nominations. We also heard from six vendors that were selected from nominees to participate in vendor innovation presentations: Allegiance, Confirmit, Ipsos Loyalty, PeriscopeIQ, PwC Advisory Services, and The Service Profit Chain Institute.
  • CX professionals can shake their booties. A great group of highly engaged attendees dug into the content, shared with each other, and took every opportunity to have fun. Then we took it out to the beach for letting loose with drinks, fire pits, and S’mores. On the second day, we got most of the group to stand up and dance to the CXPA’s newest theme song “C-X-P-A.”
  • We have great volunteers.As a non-profit organization, we are reliant on our members to give their time. And many of them have done fantastic work for the association. We gave a special shout out to those member for their great dedication: Dorsey McGlone, Kim Proctor, Desirree Madison-Biggs, Erin Kelly, Amy McCarty, Yvonne Nomizu, Karl Sharicz, Daryl Travis, and Michelle Romanica. In addition, we awarded three members with the 2012 “CXPA Extra Mile” award: Mike Wittenstein, Dawna MacLean, and Diane Simmons (congratulations!).
  • This is YOUR CXPA. With 1,500 members in its community, the CXPA has established itself as THE professional association for customer experience professionals. This non-profit organization is already helping members learn share best practices, network with each other, and raise the visibility of CX as a thriving, critical professional discipline. We become stronger and more valuable for the entire community as we grow, so join us.

Here’s a scene from the “Show & Tell” session where attendees rotated across tables as practitioners discussed CX tools that they use.

Here’s a scene from the beach party:

You can catch some of the action on the CXPA’s YouTube Channel.

The bottom line: Don’t miss next year’s CXPA Members Insight Exchange

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