In the recent Temkin Group report CX Needs More HR Focus on Employee Engagement we analyzed a survey of 302 HR professionals from large companies. We decided to ask one of the same survey questions to customer experience (CX) professionals from the same size firms:
To what degree are HR professionals helping your organization become more customer-centric?
We just got the data back from our CX survey, As you can see in the figure below, 54% of HR professionals think that HR is doing a pretty good job, compared with only 20% of CX professionals. That’s more than a 2.5x difference. And when it comes to the other end of the spectrum, 20% of CX professionals think that their HR groups aren’t helping at all (5x HR).