We just published a Temkin Group report, State of the CX Profession, 2018. 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 understand the mindset and roles of customer experience professionals today, we surveyed 221 CX professionals and then compared their responses to similar studies we’ve conducted over the previous six years. We asked respondents about how their CX efforts impacted their organization last year and what their company plans to do during the coming year. This report also includes a compensation study, which is based on the 158 respondents who agreed to participate. Here are some highlights from the research:
- Eighty-seven percent of respondents say that their customer experience efforts have had a positive business impact in 2017.
- Ninety-six percent think that customer experience is a great profession to be in.
- Eighty percent think that customer experience will be more important for their companies in 2018 than it was in 2017, compared to the 5% who think it will be less important.
- Forty-eight percent expect to see an increase in their customer experience staffing levels this year, compared with only 6% that expect a decline.
- Respondents plan to increase their spending most on voice of the customer software.
- Respondents plan to increase their focus most on Web experiences and customer insights and analysis.
- The total amount of compensation in our study ranges from $104,000 for mid-level individual contributors to $296,000 for CX executives.
Here’s some data showing some of the results from the compensation study:
- The Life of A Customer Experience Professional, Circa 2018
- CX Professionals Have More on Their Plates in 2018
- CX Professional Compensation Study
Figures in the Report:
- Demographics of Respondents
- Business Impact of CX
- Satisfaction with the Profession
- Satisfaction with Elements of their Roles
- Job Searching and Professional Development
- Key Activities of CX Professionals
- Change in Importance and Staffing
- CX Spending Levels
- Focus on CX Interaction Channels
- Focus on CX Activities
- Range of Compensation for CX Professionals
- Comparison of CX Professionals Across Job Types