2013 Research

Blueprint for a Successful CX Organization

November 2013

Our research found that CX organizations are typically made up of these five elements.

ElementsOfCXOrgs

While we examined the structures of many CX organizations, it turns out that structure is not the key determination of success. Instead, the three key characteristics below are critical. The report includes a self-test for assessing these dimensions.

ThreeOrgSuccessFactors

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