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'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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