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'm an experience (XM) management catalyst; helping organizations improve results by engaging the hearts and minds of their employees, customers, and partners. I enjoy researching and speaking about leading-edge XM topics. I lead the Qualtrics XM Institute, which is the world's best job. We're igniting a global community of XM Professionals who are inspired and empowered to radically improve the human experience. To achieve this goal, my team focuses on thought leadership, training, and community building. My work is driven by a set of fundamental beliefs: 1) Everything starts and ends with human beings, so you need to understand how people think, feel, and behave; 2) XM is a discipline that needs to be woven throughout an organization's entire operating fabric; and 3) Building the XM discipline requires a combination of culture, competency, and technology.

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