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 am an experience management transformist, helping organizations improve business results by engaging the hearts and minds of their customers, employees, and partners. My "job" is Head of the Qualtrics XM Institute. The Institute is still being established, but our goal is to help organizations around the world thrive by mastering Experience Management (XM). As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. And, as many people know, I love to speak about these topics in almost any forum. Prior to joining Qualtrics, I was managing partner of Temkin Group (leading CX research, advisory, and training firm), co-founder and chair of the Customer Experience Professionals Association (, and a VP at Forrester Research. I'm a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Check out my LinkedIn profile:

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