Report: Blueprint for a Successful CX Organization

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We just published a Temkin Group report, Blueprint for a Successful CX Organization. The research includes five case studies and a self-test for assessing CX organizations. Here’s the executive summary:

Organizations need both formal and informal structures to drive change and improve customer experience (CX). In this report, we begin by identifying the five elements of a customer experience management group operating inside an organization: a CX core team, a reporting executive, a steering committee, a working group, and CX ambassadors. We describe how five organizations—Arizona Public Service, British Columbia Lottery Corporation, Cornerstone OnDemand, Hagerty, and Safeco Insurance—combine these essential elements to create effective CX management groups. Our research also found that CX groups come in all shapes and sizes, and that the needs of these structures vary according to the maturity level of a company’s CX efforts. Across all different structures, the success of a CX organization is based on three characteristics: make-up of the CX core team, executive commitment to CX, and organizational readiness for CX. To evaluate your CX organization against these characteristics, use Temkin Group’s CX Organization Assessment.

Purchase this report and you will also receive the report Benchmarking Your CX Organization.

Download both reports for $195
BuyDownload3

Our research found that CX organizations are typically made up of these five elements.

While we examined the structures of many CX organizations, it turns out that structure is not the key determination of success. Instead, the three key characteristics below are critical. The report includes a self-test for assessing these dimensions.

Purchase this report and you will also receive the report Benchmarking Your CX Organization.

Download both reports for $195
BuyDownload3

The bottom line: Build a successful CX organization

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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