Customer Experience Coordination Is The Norm

In the recent Temkin Group survey, we had more than 150 respondents from North American firms with revenues of $500 million or more. Their responses provide significant insight into the make-up of customer experience activities within large firms.

To get a sense of how much activity is underway, we asked about the type of customer experience efforts in their organizations. Here’s what they said:

About one-quarter of respondents have a centralized group running the show, while 30% have significant coordination across their efforts. That means that more than half of the firms are coordinating their customer experience activities.

At the other end of the spectrum, only about one-sixth of the companies have limited or no customer experience efforts going on.

The bottom line: Customer experience efforts are well underway

Written by 

I'm an experience (XM) management catalyst; helping organizations improve results by engaging the hearts and minds of their employees, customers, and partners. I enjoy researching and speaking about leading-edge XM topics. I lead the Qualtrics XM Institute, which is the world's best job. We're igniting a global community of XM Professionals who are inspired and empowered to radically improve the human experience. To achieve this goal, my team focuses on thought leadership, training, and community building. My work is driven by a set of fundamental beliefs: 1) Everything starts and ends with human beings, so you need to understand how people think, feel, and behave; 2) XM is a discipline that needs to be woven throughout an organization's entire operating fabric; and 3) Building the XM discipline requires a combination of culture, competency, and technology.

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