In the fourth quarter of 2012, Temkin Group surveyed 178 respondents from companies with $500 million or more in annual revenues about their customer experience results in the past year and their plans for 2013 and beyond. The results from that survey are compared with results of a similar survey we completed in the same timeframe in 2010 and 2011. The results highlight a continued strong ambition and commitment to customer experience and an increase in customer experience management activities in 2013.
Here are a few of the datapoints from this research:
>Fifty-three percent of large companies have the goal to deliver the best customer experience in their industry within three years
> Seventy-seven percent of large companies plan to spend more on customer experience in 2013 than they did in 2012.
>Over half of large companies have at least six full-time customer experience professionals
>Sixty-four percent of large companies think that their phone agent experiences are good or excellent, but only 18% feel that way about their cross-channel experiences and 27% feel that way about their mobile experiences.
>Seventy-eight percent of large companies plan to put more effort on their web experience in 2013 and 68% plan to focus more on their mobile experience.
Here are the 19 data rich charts in this reprot: