2014 Research

Benchmarking Your CX Organization

January 2014

In a recent report, we introduced an assessment for CX organizations that examines three characteristics: Make-up of CX Core Team, Executive Commitment to CX, and Organizational Readiness for Change. To understand how companies stack up, we had 115 large companies complete the assessment. The results show that 41% of CX organizations are strong or very strong. Companies are weakest in Organizational Readiness for Change, which includes the lowest scoring individual criteria: Key stakeholders are actively involved in CX efforts. This report includes data charts to help you identify your percentile scores for the overall results as well as for each of the three characteristics. (This report is bundled together with “Blueprint for a Successful CX organization.’)


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