Report: Benchmarking Your CX Organization

1401_BenchmarkCXOrg_COVERWe just published a Temkin Group report, Benchmarking Your CX Organization. The research shows benchmark data from 115 large firms that completed an assessment of their CX organizations that we introduced in a previous report, Blueprint for a Successful CX Organization. Here’s the executive summary:

In a recent report, we introduced an assessment for CX organizations that examines three characteristics: Make-up of CX Core Team, Executive Commitment to CX, and Organizational Readiness for Change. To understand how companies stack up, we had 115 large companies complete the assessment. The results show that 41% of CX organizations are strong or very strong. Companies are weakest in Organizational Readiness for Change, which includes the lowest scoring individual criteria: Key stakeholders are actively involved in CX efforts. This report includes data charts to help you identify your percentile scores for the overall results as well as for each of the three characteristics.

This report is bundled together with Blueprint for a Successful CX Organization (two reports for the price of one!).

Download both reports for $195

Here are the overall results from the evaluations:

CXOrgResultsThis report is bundled together with Blueprint for a Successful CX Organization (two reports for the price of one!).

Download both reports for $195BuyDownload3

The bottom line: Is your CX organization positioned for success?

About Bruce Temkin, CCXP
I am a customer experience transformist, helping large organizations improve business results by changing how they deal with customers. As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. I am also a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Simply put, I am passionate about spotting emerging best practices and helping companies master them. And, as many people know, I love to speak about these topics in almost any forum. My “title” is Managing Partner of the Temkin Group, a customer experience research and consulting firm that helps organizations become more customer-centric. Our goal is simple: accelerate the path to delighting customers. I am also the co-founder and Emeritus Chair of the Customer Experience Professionals Association (, a non-profit organization dedicated to the success of CX professionals.

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