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The State of the CX Profession, 2013

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We surveyed 283 customer experience professionals and compared their answers to our data from last year. The vast majority of respondents believe that CX is a great profession to be in, and most remain satisfied with their individual roles. As a result, fewer of them plan to look for a new job this year. Most respondents believe that their efforts have had a positive impact and say that their organization expects to increase CX spending and headcount in 2013. The top areas of focus for interactions are web experience and mobile experience while CX measurements and metrics customer insights, and customer-centric culture are the CX efforts that are gaining the most momentum. We examined the difference in responses between CX professionals at larger and smaller companies and found that large companies are more interested in cross-channel interactions and text analytics. We also compared responses from executives and non-executives which shows that executives see more importance in culture, and that non-executives are more likely to look for new job.


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