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Blueprint for a Successful CX Organization & Benchmark Data

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This download contains two reports, Blueprint for a Successful CX Organization and Benchmarking Your CX Organization.

Blueprint for a Successful CX Organization:Organizations need both formal and informal structures to drive change and improve customer experience (CX). In this report, we begin by identifying the five elements of a customer experience management group operating inside an organization: a CX core team, a reporting executive, a steering committee, a working group, and CX ambassadors. We describe how five organizations—Arizona Public Service, British Columbia Lottery Corporation, Cornerstone OnDemand, Hagerty, and Safeco Insurance—combine these essential elements to create effective CX management groups. Our research also found that CX groups come in all shapes and sizes, and that the needs of these structures vary according to the maturity level of a company’s CX efforts. Across all different structures, the success of a CX organization is based on three characteristics: make-up of the CX core team, executive commitment to CX, and organizational readiness for CX. To evaluate your CX organization against these characteristics, use Temkin Group’s CX Organization Assessment.

Benchmarking Your CX Organization: To understand how companies stack up, we had 115 large companies complete the assessment. The results show that 41% of CX organizations are strong or very strong. Companies are weakest in Organizational Readiness for Change, which includes the lowest scoring individual criteria: Key stakeholders are actively involved in CX efforts. This report includes data charts to help you identify your percentile scores for the overall results as well as for each of the three characteristics.


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