Report: CX Needs More HR Focus on Employee Engagement

We just published a Temkin Group report, CX Needs More HR Focus on Employee Engagement. It’s based on groundbreaking research that  examines customer experience and employee engagement from the perspective of human resources (HR) professionals. It documents the priorities of HR professionals within large organizations and identifies how customer experience and employee engagement fit within their efforts. We believe that this research provides a wonderful platform for discussions between customer experience and HR professionals. Here’s the executive summary:

Employee engagement is a critical component of customer experience (CX). But how effectively are human resource (HR) departments supporting these efforts? To help answer this question, we surveyed 302 HR professionals from large companies. Most HR professionals understand the importance of creating a customer-centric culture, but only 15% of them are significantly helping in those efforts and only 12% of HR orgs earned good or very good scores on Temkin Group’s assessment of HR support for CX. When we compared companies that are delivering outstanding customer experience compared to the rest of their industry, we found that that these CX Leaders have much stronger business results, higher levels of employee engagement, and much stronger support for CX and employee engagement from their HR organizations.

Download report for $195

The report contains 21 figures with rich data to help understand HR priorities and constraints. It also contains a self-assessment tool for HR organizations to gauge how effectively they are supporting the company’s CX efforts and data to benchmark results against the 302 respondents who also completed our assessment.

The report also compares responses between HR professionals in companies that are outpacing their competitors in customer experience (“CX Leaders”) and other firms. Here are some highlights from that analysis:

Download report for $195

The bottom line: CX and HR professionals should discuss this report

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:

4 thoughts on “Report: CX Needs More HR Focus on Employee Engagement”

  1. Hi Bruce,

    Interesting to see this and I wonder if you would be interested in a joint venture approach to the SERVICEBRAND concept (customer experience, employee engagement and brand identity).

    Please let me know your thoughts.


    Sent using BlackBerry® from Orange

    1. Hi Alan, I saw your comment and was wondering if it would be possible to get further details on the SERVICEBRAND concept.

  2. As an HR professional, I find that these percentages suggest that HR has lost its place at the strategic table for these large companies. When HR is involved at the highest business levels, HR can create programs and policies that not only support, but invigorate culture and climate. Particularly in the area of communication — where HR receives and gives feedback to all levels of the corporation. When HR falls into the administrative black hole of processing paper and performing protective activities, HR loses touch with the service mission and freezes up in bureaucracy. When that is the case, HR really is missing all the fun — after all nothing is more gratifying in the people business than to work with people who are totally engaged and loving their work.

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