Customer Experience Goes Into Overdrive

In our survey of companies with at least $500 million in annual revenues, only 11% of respondents thought their company was a customer experience leader in their industry (or across industries). But 65% of respondents think their executive team has a goal to be customer experience leaders within three years.

My take: Obviously, two-thirds of companies won’t end up leading their industry. But this ambition highlights the focus that companies are starting to give to customer experience. Hopefully, these collective efforts will raise the level of customer experience across industries. That would be very good for customers; and of course, very bad for companies that aren’t as ambitious.

The bottom line: Customer experience is on the rise.

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.

3 thoughts on “Customer Experience Goes Into Overdrive”

  1. Bruce

    One of our senior executive clients said something to me the other day that rang true. He said “which Exec in the right mind would say that not focussing on the Customer is the right thing to do”. In our experience of CE implementations over the last 8 years there is a big difference between what Senior Exec say and what they do. The first step if getting them to realise what this takes and what they need to do!


    Colin Shaw
    Author and Founder Beyond Philosophy.

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