Data Snapshot: CX Expectations and Plans for 2014

1401_DS_PlansForCX2014_COVERTemkin Group just published a data snapshot, Customer Experience Expectations and Plans for 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. Here’s a description of the data snapshot:

 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.

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The data snapshot has 14 graphics with data about CX plans and expectations for 2014. Here’s a portion of one of the graphics showing that companies expect even more business impact from CX in 2013 than they saw in 2013.

BusinessImactofCX2014_3

Here are a some additional findings from the research:

  • Sixty-three percent of companies expect to spend significantly more or somewhat more on customer experience in 2014 than they did in 2013, which is up from 54% in 2012 and 46% in 2011.
  • 51% of companies plan to increase the staffing of their centralized customer experience team in 2014, while only 3% expect a decrease.
  • When it comes to areas of CX spending, text analytics has the most spending momentum while market research firms have the least.
  • Executive commitment has reached an all-time high as 84% of the respondents agree that their executives are fully committed to their company’s customer experience goals.
  • 78% of companies plan on dedicating significantly more or somewhat more effort to improving their web experience in 2014
  • There is a surge in focus on phone agent experience.
  • Eighty-four percent of companies expect to increase their focus on customer experience measurements and metrics.
  • CX executive dashboards and customer journey mapping are the two CX activities that had the largest increase in focus since last year.
  • While 73% of companies with the most positive CX impact understand the link between customer experience and business results, only 35% of companies with the least positive CX impact claim the same.

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The bottom line: 2014 will be a very active year for CX management.

About Bruce Temkin
I am a customer experience transformist, helping large organizations improve business results by changing how they deal with customers. As part of this focus, I examine strategy, marketing, interaction design, customer service, and leadership practices. I am also a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Simply put, I am passionate about spotting emerging best practices and helping companies master them. And, as many people know, I love to speak about these topics in almost any forum. My “title” is Managing Partner of the Temkin Group, a customer experience research and consulting firm that helps organizations become more customer-centric. Our goal is simple: accelerate the path to delighting customers. I am also the co-founder and chair of the Customer Experience Professionals Association (CXPA.org), a non-profit organization dedicated to the success of CX professionals.

One Response to Data Snapshot: CX Expectations and Plans for 2014

  1. Lexden says:

    Really encouraging to see the investment and growth of CX. Specialist services are finally emerging to create real value for clients, moving from the former model which saw the generalists (e.g. consultancies, data analysts, research providers, recruitment) which can only be good news for clients. Having tried to use generalist recruiters and researchers to build and add strategic weight to a CX and Customer Insight team for an energy company and received off brief candidates and ill equipped tracking support, I am glad to see specialists suppliers emerge. Specialists such as CX Talent, specialising in recruitment.

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