101K CX Professionals in North America

I was in a planning session for the Customer Experience Professionals Association, and someone asked the question: how many customer experience (CX) professionals are there?

It turns out that Temkin Group has a lot of data on CX employees within companies of all sizes. So I built a model to estimate the number of CX professionals in the U.S. and Canada (unfortunately, I don’t have enough data for other regions). My analysis shows that there are 101,128 full-time CX professionals in North America, 87,273 in the U.S. and 13,855 in Canada.

We found roughly the same number of CX professionals in Canadian companies as we found in U.S. companies. Here’s the average number of full-time CX professionals within different sized companies:

  • 500 to 1,000 employees: 3.2
  • 1,000 to 5,000 employees: 4.4
  • 5,000 to 10,000 employees: 7.1
  • More than 10,000 employees: 19.7

For those of you who like to dig into methodologies, here you go. In the Temkin Group Q1 2012 CX Survey we asked companies how many full-time CX employees they had within their organization. It’s likely that the respondents were biased towards companies that have CX activities underway, and would therefore report a higher than average number of CX employees, so we estimated and accounted for the bias. We multiplied the revised average number of CX employees for each size company (see above) by the number of firms of that size in the US and Canada (from the U.S. Census and Industry Canada).

The bottom line: CX professionals are not alone

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 (CXPA.org), a non-profit organization dedicated to the success of CX professionals.

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