2014 Research

Data Snapshot: CX Expectations and Plans for 2014

January 2014

In the fourth quarter of 2013, Temkin Group surveyed 152 respondents from companies with $500 million or more in annual revenues about their customer experience results in the past year and their plans for 2014 and beyond. The results from that survey are compared with results of a similar survey we completed in the same timeframe in 2010, 2011, and 2012. The results highlight a resurgent dedication to customer experience and an increase in customer experience management activities and efforts in 2014. This annual research effort shows a strong surge of CX activity n 2014 which will outpace the effort, spending, and hiring in 2013. Areas gaining momentum in 2014 include text analytics, web and mobile experiences, and cx consultants.


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