In previous research, we described how CX organizations will need to evolve towards a Federated CX Model, which is made up of three components shown below.
An important component of this model is the existence of distributed CX skills. To gauge where companies are in this journey, we asked large companies about the degree to which CX skills are distributed across their organizations. As you can see in the chart below:
- Driving continuous improvement is the most distributed capability (53%)
- Using text analytics is the least distributed capability (9%)
- Analyzing and interpreting customer feedback data has the strongest centralized capability (83%)
The bottom line: Companies need to start distributing CX capabilities.