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 a customer experience transformist, helping large organizations improve business results by changing how they deal with customers. As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. I am also a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Simply put, I am passionate about spotting emerging best practices and helping companies master them. And, as many people know, I love to speak about these topics in almost any forum. My “title” is Managing Partner of the Temkin Group, a customer experience research and consulting firm that helps organizations become more customer-centric. Our goal is simple: accelerate the path to delighting customers. I am also the co-founder and Emeritus Chair of the Customer Experience Professionals Association (, a non-profit organization dedicated to the success of CX professionals.

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