Data Snapshot: CX Expectations and Plans for 2016

1602_DS_CXPlansFor2016_COVERTemkin Group just published a data snapshot, Customer Experience Expectations and Plans for 2016. This annual research effort shows an increase in focus, effort, and spending on customer experience in 2016. Here’s a description of the data snapshot:

In December 2015, Temkin Group surveyed 160 respondents, each from a company with $500 million or more in annual revenues, about their customer experience efforts over the past year and their plans for 2016 and beyond. We compared the results of this survey to the results of similar surveys that we completed in Q4 of 2010, Q4 of 2011, Q4 of 2012, Q4 of 2013, and Q1 of 2015. This year’s results show that companies are planning on dedicating more money and effort to improve a variety of customer experience activities.

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The data snapshot has 12 graphics with data about CX plans and expectations for 2016.

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Here are a some additional findings from the research:

  • 84% of firms expect CX to be more important in 2016, and only 1% expect it to be less important.
  • 57% of firms expect to spend more on CX in 2016, and only 6% expect to spend less.
  • 45% of firms have more than five full-time CX professionals. 37% expect to increase those employees, and only 2% expect to cut back.
  • Firms plan to increase their spending the most on voice of the customer software, CX consultants, and text analytics.
  • The areas that will get the most increase in focus are Web experience, CX measurement, CX insights, and customer-centric culture.
  • Nearly two-thirds of organizations tie some compensation to CX metrics for customer-facing employees.

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The bottom line: 2016 will be a very active year for CX management.

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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