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CX Needs More HR Focus on Employee Engagement (Sept 2012)

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Employee engagement is a critical component of customer experience (CX). But how effectively are human resource (HR) departments supporting these efforts? To help answer this question, we surveyed 302 HR professionals from large companies. Most HR professionals understand the importance of creating a customer-centric culture, but only 15% of them are significantly helping in those efforts and only 12% of HR orgs earned good or very good scores on Temkin Group’s assessment of HR support for CX. When we compared companies that are delivering outstanding customer experience compared to the rest of their industry, we found that that these CX Leaders have much stronger business results, higher levels of employee engagement, and much stronger support for CX and employee engagement from their HR organizations.


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