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 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 (CXPA.org), 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: www.linkedin.com/in/brucetemkin

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