Report: State of the CX Profession, 2016

1603_StateOfCX Profession2016_COVERWe just published a Temkin Group report, State of the CX Profession, 2016. This is the fifth year that we’ve examined the roles of CX professionals and the third year that we’ve done a compensation study. Here’s the executive summary:

To better understand the mindset and roles of CX professionals today, we surveyed 208 CX professionals and then compared their responses to similar studies we’ve conducted over the previous four years. Eighty-six percent of respondents reported that their CX efforts positively impacted their organization’s business results in 2015, while 96% believe that customer experience is a great profession to work. About nine out of 10 respondents feel satisfied with the people they work with, the content of their jobs, and the company they work for; however only 61% are satisfied with their opportunities for professional advancement. Both web interactions and voice of the customer programs continue to be key areas of responsibility for these professionals, and respondents expect spending on CX activities to grow in 2016, with text analytics and predictive analytics showing the most positive momentum. On this year’s survey, we included our third annual compensation study. We looked at 105CX professionals from large organizations and found that their average compensation (salary plus bonus) ranged from $135,000 for mid-level individual contributors to $260,000 for CX executives.

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Here’s some data that combines pieces of two graphic, showing that CX continues to be a great profession….

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The bottom line: The CX profession is thriving.

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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