Report: The State of the CX Profession

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We just published a new Temkin Group report, The State of the Customer Experience Profession, 2012. Here’s the executive summary:

We surveyed 327 customer experience (CX) professionals and compared their responses to a survey from last year. It turns out that CX professionals are happy with their profession and remain satisfied with their jobs. A larger percentage of CX professionals think that their management team is committed to CX. The largest area of focus for these professionals is customer service and voice of the customer programs. Eighty percent of respondents think that CX will be even more important for their firm this year, although that’s slightly down from last year. We also compared responses between CX executives and other CX professionals. The executives feel more appreciated, are less likely to look for a new job, and see more changes coming in the future.

Here are some highlights of the research:

  • 99% think that customer experience is a great profession to be in
  • 89% are satisfied with their current position, but only 63% are happy with their opportunities for advancement
  • 48% are likely to look for a new job outside their company
  • 68% want to attend CX conferences for their professional development, up from 60% last year
  • 54% think their company is good at providing executive support, but 36% think they are good with executive dashboards and scorecards
  • 53% think their company had moderate or significant results from their CX efforts last year and 80% think that CX will be more important in 2012 than it was in 2011
  • 40% expect to see an increase in CX employees while 5% expect a decrease
  • 74% see customer feedback having a significant impact in the future of CX, while only 45% feel that way about social media
  • 92% of CX execs think that their company appreciates them compared with 72% of other CX professionals
  • 33% of CX execs are likely to look for a new job inside their company compared with 51% of other CX professionals

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The bottom line: Customer experience is a thriving profession.

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:

One thought on “Report: The State of the CX Profession”

  1. Hey Bruce,
    Interesting to read through your report summary. The largest area of focus is on customer service and voice of the customer programs and certainly that is my experience as a consumer. It seems EVERY company I deal with wants feedback on how they’ve done, this takes anywhere between 5 and 20 minutes, I could spend my life giving the voice of the customer. I think there is a serious need for something concise to get that feedback for companies, even if it is asking different people different questions because while I don’t mind giving feedback, I don’t want to do it all day (and to some companies, several times a month) as this is now acting to the detriment of the quality service some companies provide.

    To quote Ghostbusters, “I can tell you what the effect is, it’s p…..g me off!”

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