TEMKIN GROUP OVERVIEW

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1 TEMKIN GROUP OVERVIEW is a leading customer experience (CX) research, consulting, and training firm. We help many of the world s largest brands lead their transformational journeys towards customer- centricity and build loyalty by engaging the hearts and minds of their customers, employees, and partners. TEMKIN GROUP WAS FOUNDED BASED ON FOUR BELIEFS 1. Customer Experience Drives Loyalty: Our research and work with clients has shown that interactions with customers influence how much business they will do with you in the future and how often they will recommend you. 2. Improvement Requires Systemic Change: Companies can improve customer interactions in isolated areas, but they don t develop competitive advantage until customer experience is embedded in their operating fabric. 3. It s a Journey, Not a Project: Building the capabilities to consistently delight customers doesn t happen overnight. Companies need to plan for a multi- year organizational change program. 4. We Can Help You Make A Difference: Transformation isn t easy, but becoming more customer- centric is worth the effort. We are committed to helping our clients accelerate their results and avoid many of the obstacles along the way. HOW WE ARE DIFFERENT is focused on sustainable success. We combine research- based thought leadership with a deep understanding of human behavior and organizational dynamics to help companies build four customer experience core competencies: Our team combines CX thought leadership with a deep understanding of the dynamics of organizations to accelerate results. Rather than layering on cosmetic changes, we help companies embed practices within their culture and operating processes. HOW WE CAN HELP offers a number of different services including:! Research & Advisory Subscriptions: Access all of our research on trends, best practices, and benchmarks, and receive advice and answers to your questions.! Training and workshops: We can deliver customized training for executives, customer experience professionals, advocates, and other employees.! Sspeeches and webinars: can deliver a highly engaging and entertaining speech about leading- edge customer experience topics for just about any event or offsite.! Consulting services: We can assess your efforts and identify opportunities for you to accelerate results and avoid pitfalls along the way. We can help in discrete strategy sessions or with a more ongoing, coaching relationship. All rights reserved.

2 ENTERPRISE RESEARCH & ADVISORY SUBSCRIPTIONS Essential Resources For Your Customer Experience Journey Temkin Gorup Research & Advisory Subscriptions provide organizaitons with the ongoing insights and advice that they need to accelerate their customer experience efforts. Customer experience transformaion isn t easy, but these resources will equip you with the knowledge and tools you need to drive sustainable change across your organizaiton. Tap into a continuous flow of leading- edge insights. INSIGHTS AND ADVICE FOR ENTIRE ORGANIZATIONS TO ACCELERATE THE PATH TOWARDS CUSTOMER- CENTRICITY Enterprise Research & Advisory Subscriptions allow you to share all of s published research and data (including Temkin Ratings) with everyone in your organization. Our research focuses on delivering relevant insights and practical advice in a number of formats: BEST PRACTICES ASSESSMENTS & BENCHMARKS TRENDS & ROI Learn from rich content Use tools & data to evaluate Learn CX economics and case studies your competency & maturity and future directions Examples of Research:! Lessons in CX Excellence! State of EE Activities! ROI of CX! Five C s of Mobile VoC! State of Voice of the Customer! Economics of Net Disruption Programs Promoter Score! The Federated CX Model! State of CX Management! Channel Preferences! Emotion- Infused! Net Promoter Score Benchmark! What Happens After a Experience Design Study Good or Bad Experience CUSTOMIZED ADVICE FROM CX TRANSFORMISTS: Research & Advisory Subscriptions also include a variety of ways for you to interact with and get help for your specific needs. STRATEGY SESSION ADVICE ON CALL ON DEMAND WEBINARS Review your annual CX plans Receive ongoing feedback Enjoy unlimited access or get feedback on an idea on questions about the research to a library of informative or important decision. You can or any related CX topics. You webinars that have been. schedule one 90- minute call can submit up 10 inquiries per previously recorded. Use per year. year that can be answered with them to learn or share with a short or call. your teams. ANNUAL PRICING: Research & Advisory Subscriptions are based on the size of your overall organization: <100 employees: $15,000 2,501 to 5,000 employees: $35, to 1,000 employees: $20,000 5,001 to 10,000 employees: $40,000 1,001 to 2,500 employees: $25,000 More than 10,000 employees: $45,000 Note: Subscribers also receive a $1,000 discount on these additional services: strategy days, speeches, instructional webinars, and workshops. Subscriptions only allow for the internal use of content, and do not allow for sharing or redistributing the content outside of the subscribing organization. TEMKINGROUP.COM/SUBSCRIPTIONS All rights reserved.

3 INDIVIDUAL RESEARCH & ADVISORY SUBSCRIPTIONS Essential Resources For Your Customer Experience Journey Temkin Gorup Research & Advisory Subscriptions provide organizaitons with the ongoing insights and advice that they need to accelerate their customer experience efforts. Customer experience transformaion isn t easy, but these resources will equip you with the knowledge and tools you need to drive sustainable change across your organizaiton. Tap into a continuous flow of leading- edge insights. INSIGHTS AND ADVICE FOR INDIVIDUALS TO ACCELERATE THE PATH TOWARDS CUSTOMER- CENTRICITY Individual Research & Advisory Subscriptions allow individuals within an organization to gain access to all of s published research and data (including Temkin Ratings). Our research focuses on delivering relevant insights and practical advice in a number of formats: BEST PRACTICES ASSESSMENTS & BENCHMARKS TRENDS & ROI Learn from rich content Use tools & data to evaluate Learn CX economics and case studies your competency & maturity and future directions Examples of Research:! Lessons in CX Excellence! State of EE Activities! ROI of CX! Five C s of Mobile VoC! State of Voice of the Customer! Economics of Net Disruption Programs Promoter Score! The Federated CX Model! State of CX Management! Channel Preferences! Emotion- Infused! Net Promoter Score Benchmark! What Happens After a Experience Design Study Good or Bad Experience CUSTOMIZED ADVICE FROM CX TRANSFORMISTS: Research & Advisory Subscriptions also include a variety of ways for you to interact with and get help for your specific needs. STRATEGY SESSION ADVICE ON CALL ON DEMAND WEBINARS Review your annual CX plans Receive feedback on questions Enjoy unlimited access or get feedback on an idea about the research or any to a library of informative or important decision with related CX topics by submitting webinars that have been a 90- minute call. inquiries that can be answered previously recorded. with a short or call. ANNUAL PRICING: Individual Research & Advisory Subscriptions are for practitioner organizations, and are not available for customer experience vendors. The content is licensed for access by named individuals within your organization. Here are the available packages: 1 person: $3,000 (includes no inquiries or strategy sessions) 5 people: $12,000 (includes 3 inquiries and no strategy sessions) 10 people: $20,000 (includes 6 inquiries and 1 strategy session) Additional people: $1.5K per person above 10 people Note: Subscriptions only allow for the internal use of content, and do not allow for sharing or redistributing of the content to anyone beyond the named subscribers. TEMKINGROUP.COM/SUBSCRIPTIONS All rights reserved.

4 TEMKIN GROUP IN- HOUSE TRAINING Interactive and Engaging Learning Experiences has designed its training programs to be engaging, fun, and above all, informative. Because we believe that people learn best when they actively apply what they are learning to their own specific situations, our training sessions combine multiple teaching modes to help participants better internalize the information and adopt new behaviors. Our teaching modes include lectures, interactive discussions, small- group exercises, self- assessments, and action planning. Let us teach your group leading- edge skills. BUILD STRONG SKILLS ACROSS YOUR ORGANIZATION If you want to learn about customer experience, then there s no better instructor than. We can help your employees build a foundation of the basics, or learn advanced techniques for propelling your organization s customer experience from good to great. We take training very seriously, constantly fine- tuning our approach to delivering leading- edge content through compelling learning experiences. Let increase your employees capabilities through our tailored training programs. TEMKIN GROUP S UNIQUE TRAINING ADVANTAGE:! Instructors with strong subject matter expertise and training skills.! Extensive experience delivering interactive training sessions.! Leading- edge content continuously fueled by ongoing research.! Instructional design mindset for incorporating multiple learning methods.! Large library of interactive modules to customize for your needs. TYPICAL AUDIENCES FOR TEMKIN GROUP TRAINING:! Executives and leadership teams! Customer experience professionals! Customer experience ambassadors EXAMPLES OF TRAINING TOPICS:! Customer Empathy and Awareness! Customer Journey Mapping! Customer Experience Transformation! Leading Culture Change! Employee Engagement! Purposeful Leadership! Mastering Voice of the Customer Programs TRAINING FEES FOR U.S. AND CANADA BASED WORKSHOPS: (Does not include expenses. We will provide a quote for other regions.) <25 attendees 25 to 50 attendees >50 attendees Half- Day Workshop $12,000 $15,000 Custom Quote One- Day Workshop $18,000 $23,000 Custom Quote Two- Day Workshop $30,000 $35,000 Custom Quote TEMKINGROUP.COM/TRAINING All rights reserved.

5 DYNAMIC TEMKIN GROUP SPEAKERS Learn, Laugh, and Remember delivers highly engaging and entertaining speeches about leading- edge customer experience practices and trends. We regularly speak to audience that range from small, intimate groups of executives to main stage keynotes in front of hundreds of attendees. Let us inform, entertain, and inspire your audience. HIGH- IMPACT SPEAKERS FOR ALMOST ANY EVENT helps many of the world s leading brands transform their customer experience. Our CX Transformists can share their deep expertise and compelling speaking skills to help you deliver a memorable event. TEMKIN GROUP S UNIQUE SPEAKING ADVANTAGE:! World- class speakers with strong subject matter expertise.! Leading- edge content continuously fueled by ongoing research.! Collaborative tailoring of our presentation to meet your goals.! (If requested) Listing of your event on the Customer Experience Matters blog and in s monthly newsletter. TYPICAL SPEAKING ENGAGEMENTS:! Keynote addresses at customer meetings or industry events.! Sessions with partners to create alignment! Marketing road shows for clients and prospects! Planning offsites to inspire attendees into action! Leadership meetings to develop a common vision! Webinars, for both external marketing and internal training EXAMPLES OF SPEECH TOPICS:! CX Trends and Best Practices! Voice of the Customer Trends and Best Practices! Employee Engagement Trends and Best Practices! Purposeful Leadership! Compelling Brand Values! Customer Experience Transformation! Customer Experience Culture! Customer Journey Mapping! The Power of Emotion SPEAKING FEES FOR U.S. EVENTS: These are s standard speaking fees (subject to change). Expenses are extra and international speeches are slightly more expensive. <80 attendees 80+ attendees Bruce Temkin $10,000 $15,000 Aimee Lucas $7,000 $10,000 Jen Rodstrom $7,000 $10,000 Webinars range in cost from $5,000 for internal audiences to $9,000 for external audiences TEMKINGROUP.COM/SPEAKING All rights reserved.