How Distributed Are CX Skills Across Organizations?

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.the elements of a federated CX model

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%)

How CX Capabilities are distributed across organizationsThe bottom line: Companies need to start distributing CX capabilities.

Written by 

I am an experience management transformist, helping organizations improve business results by engaging the hearts and minds of their customers, employees, and partners. My "job" is Head of the Qualtrics XM Institute. The Institute is still being established, but our goal is to help organizations around the world thrive by mastering Experience Management (XM). As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. And, as many people know, I love to speak about these topics in almost any forum. Prior to joining Qualtrics, I was managing partner of Temkin Group (leading CX research, advisory, and training firm), co-founder and chair of the Customer Experience Professionals Association (CXPA.org), and a VP at Forrester Research. I'm a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Check out my LinkedIn profile: www.linkedin.com/in/brucetemkin

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