2016 Research

Data Snapshot: CX Expectations and Plans for 2016

February 2016

In December 2015, Temkin Group surveyed 160 respondents, each from a company with $500 million or more in annual revenues, about their customer experience efforts over the past year and their plans for 2016 and beyond. We compared the results of this survey to the results of similar surveys that we completed in Q4 of 2010, Q4 of 2011, Q4 of 2012, Q4 of 2013, and Q1 of 2015. This year’s results show that companies are planning on dedicating more money and effort to improve a variety of customer experience activities.

The data snapshot has 12 graphics with data about CX plans and expectations for 2016. Here’s one showing the business results form CX efforts.




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