Report: CX Needs More HR Focus on Employee Engagement

September 26, 2012 4 Comments

We just published a Temkin Group report, CX Needs More HR Focus on Employee Engagement. It’s based on groundbreaking research that  examines customer experience and employee engagement from the perspective of human resources (HR) professionals. It documents the priorities of HR professionals within large organizations and identifies how customer experience and employee engagement fit within their efforts. We believe that this research provides a wonderful platform for discussions between customer experience and HR professionals. Here’s the executive summary:

Employee engagement is a critical component of customer experience (CX). But how effectively are human resource (HR) departments supporting these efforts? To help answer this question, we surveyed 302 HR professionals from large companies. Most HR professionals understand the importance of creating a customer-centric culture, but only 15% of them are significantly helping in those efforts and only 12% of HR orgs earned good or very good scores on Temkin Group’s assessment of HR support for CX. When we compared companies that are delivering outstanding customer experience compared to the rest of their industry, we found that that these CX Leaders have much stronger business results, higher levels of employee engagement, and much stronger support for CX and employee engagement from their HR organizations.

Download report for $195

The report contains 21 figures with rich data to help understand HR priorities and constraints. It also contains a self-assessment tool for HR organizations to gauge how effectively they are supporting the company’s CX efforts and data to benchmark results against the 302 respondents who also completed our assessment.

The report also compares responses between HR professionals in companies that are outpacing their competitors in customer experience (“CX Leaders”) and other firms. Here are some highlights from that analysis:

Download report for $195

The bottom line: CX and HR professionals should discuss this report

Filed under Benchmarks, CCXP1 Customer-Centric Culture, Customer experience, Employee Engagement

About Bruce Temkin, CCXP
I'm an experience (XM) management catalyst; helping organizations improve results by engaging the hearts and minds of their employees, customers, and partners. I enjoy researching and speaking about these topics. I lead the Qualtrics XM Institute, which is the world's best job. We're igniting a global community of XM Professionals who are inspired and empowered to radically improve the human experience. To achieve this goal, my team focuses on thought leadership, training, and community building. My work is driven by a set of fundamental beliefs: 1) Everything starts and ends with human beings, so you need to understand how people think, feel, and behave; 2) XM is a discipline that needs to be woven throughout an organization's entire operating fabric; and 3) Building the XM discipline requires a combination of culture, competency, and technology.

4 Responses to Report: CX Needs More HR Focus on Employee Engagement

  1. alan@servicebrandglobal.com says:
    September 26, 2012 at 10:07 am

    Hi Bruce,

    Interesting to see this and I wonder if you would be interested in a joint venture approach to the SERVICEBRAND concept (customer experience, employee engagement and brand identity).

    Please let me know your thoughts.

    Regards

    AlanAlan
    Sent using BlackBerry® from Orange

    Reply
  2. Ann M. McGill says:
    September 28, 2012 at 2:57 pm

    As an HR professional, I find that these percentages suggest that HR has lost its place at the strategic table for these large companies. When HR is involved at the highest business levels, HR can create programs and policies that not only support, but invigorate culture and climate. Particularly in the area of communication — where HR receives and gives feedback to all levels of the corporation. When HR falls into the administrative black hole of processing paper and performing protective activities, HR loses touch with the service mission and freezes up in bureaucracy. When that is the case, HR really is missing all the fun — after all nothing is more gratifying in the people business than to work with people who are totally engaged and loving their work.

    Reply

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