Report: Benchmarking Your CX Organization

1401_BenchmarkCXOrg_COVERWe just published a Temkin Group report, Benchmarking Your CX Organization. The research shows benchmark data from 115 large firms that completed an assessment of their CX organizations that we introduced in a previous report, Blueprint for a Successful CX Organization. Here’s the executive summary:

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 (two reports for the price of one!).

Download both reports for $195

Here are the overall results from the evaluations:

CXOrgResultsThis report is bundled together with Blueprint for a Successful CX Organization (two reports for the price of one!).

Download both reports for $195BuyDownload3

The bottom line: Is your CX organization positioned for success?

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.

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