2012 Research

CX Needs More HR Focus on Employee Engagement

September 2012

The report is based on groundbreaking research that examines customer experience and employee engagement from the perspective of human resources (HR) professionals. It documents the priorities of HR professionals within large organizations and identifies how customer experience and employee engagement fit within their efforts. We believe that this research provides a wonderful platform for discussions between customer experience and HR professionals.


The report contains 21 figures with rich data to help understand HR priorities and constraints. It also contains a self-assessment tool for HR organizations to gauge how effectively they are supporting the company’s CX efforts and data to benchmark results against the 302 respondents who also completed our assessment.


The report also compares responses between HR professionals in companies that are outpacing their competitors in customer experience (“CX Leaders”) and other firms. Here are some highlights from that analysis:

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