Customer Experience Vital According to Survey

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Based on two newly published studies, Temkin Group finds that 46 per cent of companies plan to hire additional staff for their customer experience efforts in 2013 while only 5 per cent expect a decline in their customer experience staffing levels. This represents an increase from last year, when similar research showed that 40 per cent of companies were planning to hire more customer experience professionals.

When it comes to spending on vendors associated with customer experience, the research shows that text analytics has the largest positive momentum. Thirty per cent of respondents from companies with at least $500 million in annual revenues plan to increase spending on text analytics compared with only 4 per cent that expect to decrease spending in that area. Next on the list with positive spending momentum is voice of the customer software.

Temkin Group, a leading market research and consulting firm, announces the results from two new research reports: “The State of the CX Profession, 2013” and “Data Snapshot: Customer Experience Expectations and Plans for 2013.”

“Our research shows that companies are increasing their investments on the capabilities and tools to create better customer experience,” states Bruce Temkin, author of the reports and Managing Partner of Temkin Group.

Here are some additional findings from “The State of the CX Profession, 2013” that is based on a survey of 283 customer experience professionals:
54 per cent of customer experience professionals expect their company to spend more on customer experience in 2013 than it did in 2012, compared with 53 per cent last year.

98 percent of customer experience professionals think they are in a great profession.

38 percent of customer experience professionals are likely to look for a new job outside their company, which is down from 41 per cent last year.

Customer experience executives see networking as their top professional development goal.

Customer experience non-executives see training as their top professional development goal.

Here are some additional findings from “Data Snapshot: Customer Experience Expectations and Plans for 2013” that is based on a survey of 178 companies with annual revenues of $500 million or more:

53 per cent of large companies have the goal to deliver the best customer experience in their industry within three years.

77 per cent of large companies plan to spend more on customer experience in 2013 than they did in 2012.

Over half of large companies have at least six full-time customer experience professionals.

64 per cent of large companies think that their phone agent experiences are good or excellent, but only 18 per cent feel that way about their cross-channel experiences and 27 per cent feel that way about their mobile experiences.

78 per cent of large companies plan to put more effort on their web experience in 2013 and 68 per cent plan to focus more on their mobile experience. 

“The State of the CX Profession, 2013” and “Data Snapshot: Customer Experience Expectations and Plans for 2013” can be downloaded from the Customer Experience Matters blog, at ExperienceMatters.wordpress.com as well as from the Temkin Group website:

www.TemkinGroup.com

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