EXECUTIVE SUMMARY

This year, we named five organizations the winners of Temkin Group’s 2016 Customer Experience Excellence Award – Business Development Bank of Canada (BDC), Century Support Services, Crowe Horwath, Oxford Properties, and VCA. This report:

• Highlights specific examples of how these companies’ customer experience (CX) efforts have created value for both their customers and for their businesses.
• Describes winners’ best practices across the four customer experience competencies: Purposeful Leadership, Compelling Brand Values, Employee Engagement, and Customer Connectedness.
• Includes all of the winners’ detailed nomination forms to help you collect examples and ideas to apply to your own CX efforts.

This report was originally published by Temkin Group prior to its acquisition by Qualtrics in October 2018. It has been reformatted, but no substantive changes have been made to the content.