8 in 10 CX Professionals Report Executive Buy-In

February 13, 2014

This article is included in these additional categories:

Analytics, Automated & MarTech | Customer Service & Experience | Data-driven | Internal Collaboration | Staffing

TemkinGroup-State-of-CX-Profession-Feb2014Customer experience is marketers’ single most exciting opportunity this year (according to one report, at least), and a new study [download page] from the Temkin Group indeed asserts that “the CX profession is thriving.” In fact, 86% of professionals surveyed believe that CX will be more important this coming year than in the past one, the highest level in the study’s 4-year history. Respondents are buoyed by a high level of buy-in from the executive team.

According to the report, 82% agree that their company’s executive team is committed to its CX goals, up from 77% last year.

The study indicates that voice of the customer (VoC) and customer insight analysis are the most common areas that CX professionals work on, with both seeing large increases from the previous year. Those programs are also in line for more attention this year: 78% of respondents plan to put more effort into customer insights and analytics, while 73% will focus more on VoC programs.

However, the area in which the most respondents will be increasing their focus is CX measurement and metrics, where 81% of respondents plan to pay more attention.

Other Findings:

  • 98% of respondents agree that “customer experience is a great profession to be in.”
  • Almost 4 in 10 are likely to look for a new job inside their organization, while 46% are likely to look for one outside their company.
  • 2 in 3 respondents are involved with customer service interactions.
  • Among respondents from organizations with at least 1,000 employees, median compensation ranged from $90,000 for mid-level contributors to $260,000 for executives.

About the Data: The results are based on a survey in Q4 2013 of 293 CX professionals, of which 131 were from large organizations.

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