2013 Research

Data Snapshot: CX Expectations and Plans for 2013

February 2013

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:

1.Level of Customer Experience Ambition
2.Business Impact of CX
3.Change in Importance and Spending
4.Change in CX Staffing Levels
5.Plans for Spending with CX Vendors
6.Organizational CX Effectiveness
7.Effectiveness of Customer Experience Activities
8.Change in Effectiveness of Customer Experience Activities
9.Effectiveness of Customer Experience by Channel
10.Change in Effectiveness of Customer Experience Activities by Channel
11.Customer Experience Planning
12.CX Areas of Focus in 2013
13.Plans to Increase Focus on CX Activities
14.CX Channels of Focus in 2013
15.Plans to Increase Focus on the CX of Different Channels
16.Future Changes Coming to CX
17.Differences in CX Ambition: Organizational Readiness
18.Differences in CX Ambition: Plans to Focus on the CX of Different Channels
19.Differences in CX Ambition: Plans to Focus on Different CX Activities

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