2014 Research

State of the CX Profession, 2014

February 2014

To better understand the mindset and roles of CX professionals, we surveyed 293 of them and then compared their responses to similar studies we conducted in 2010, 2011, and 2012. Customer experience flourished in 2013, as this year respondents reported an uptick in positive results from their CX efforts, and an overwhelming number of them (98%) believe that customer experience is a great profession to work in. Nearly nine out of ten respondents are actively working on voice of the customer programs, which is a significant increase from last year. In seven out of the 10 CX activities we examined, levels of active involvement by CX professionals have reached an all-time high. Meanwhile, customer service remains the highest focus for interactions. Respondents expect spending and hiring for CX activities to reach an record high in the coming year. On this year’s survey we included our first compensation study. We examined 131 CX professionals from large organizations and found that their medium compensation (salary plus bonus) ranged from $90,000 for mid-level individual contributors to $260,000 for CX executives.

$195.00

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