The research shows that only 7% are very strong at customer experience today. We found this exact same percentage in what respondents said about their companies and in results from the Temkin Group CX competency assessment which shows that 35% of companies are in the lowest stage of CX maturity. But companies have high ambitions; 59% of respondents state that their company’s goal is to be the industry leader in CX within three years.
Here’s one of 27 figures in the report:
Here are some other findings from the research:
- The weakest CX competencies are employee engagement and compelling brand values. Only about one-third of companies scored highly in these areas.
- Nearly six out of 10 respondents have a senior executive leading customer experience efforts across the company.
- On average, companies have six to eight employees focused on customer experience; 28% have more than 20 employees in this area.
- Nearly 80% of companies with voice of the customer programs report that they are already delivering positive business results.
- Voice of the customer programs run into the most obstacles when it comes to integrating CRM data and analyzing social media conversations.
- The percentage of companies using NPS increased from 49% last year to 56% this year.
- Companies with higher levels of customer experience maturity focus more on employees and culture and less on cutting costs.