Greetings!
I'm excited to share some new groundbreaking research that examines CX and employee engagement through the eyes of human resources professionals. We've also included some additional resources on employee engagement in this edition of the CX Journal.
To help you start CX planning for 2013, I've included a section with relevant research. Of course, I highly encourage you to add Temkin Group's research and advisory subscription into next year's budget :-)
Highlights from the Customer Experience Matters blog include a look at VoC analytics and the combination of CX and quality.
I also invite you to participate in our survey which examines CX metrics as well as a bit on employee engagement. As always, if you complete the survey then we'll send you a free copy of the report.
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CX Needs More HR Focus on Employee Engagement
Our new research report CX Needs More HR Focus on Employee Engagement examines CX and employee engagement by analyzing a Temkin Group survey of more than 300 HR professionals from organizations with at least 1,000 employees.
Respondents completed our assessment that gauges the level of support that HR groups provide to CX efforts and found that only 12% earned a good or very good rating. Here are a few additional insights:
- 32% of HR pros think employee engagement is a critical priority for their HR departments, but only 19% would rate their HR groups as being "excellent" in this area
- 65% of HR pros think that it's very important for their company to become more customer-centric, but only 15% think that their HR groups are significantly helping to make that happen
- About half of the HR pros say that their HR groups are actively involved in helping their company's CX efforts, but only 20% think that their HR groups are significantly involved
- 36% of HR pros think that most of their employees are highly engaged, but 34% do not measure employee engagement on an annual basis and more than half don't think their executives treat the results as a high priority
The report also compares responses between HR professionals in companies that are outpacing their competitors in customer experience ("CX Leaders") and other firms. As you can see in the chart below, CX Leaders have much stronger support from HR.
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Recent Employee Engagement Research
Employee engagement represents one of Temkin Group's four CX core competencies (along with purposeful leadership, compelling brand values, and customer connectedness). So we have a lot of content in this area. Here are few good recent resources:
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Content for 2013 CX Planning
It's time to start thinking ahead to 2013. As you do, here are some materials that should help:
As you make your plans for 2013, please consider a Temkin Group research and advisory subscription which will give everyone in your company access to our research and includes the ability to get answers to your specific questions. Send us a note if you'd like to receive pricing information.
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Customer Experience Matters Blog
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CXPA Update
Are you a member of the Customer Experience Professionals Association (CXPA.org) yet? If not, then you're really missing out on offerings like these:
- CX Tools: Access to a growing online library of tools that CX professionals use within their organizations.
- Local networking events: Meet up with CX peers in your area; upcoming events are scheduled in cities such as Chicago, Boston, Washington DC, London, and Oslo.
- Educational webinars: The CXPA offers ongoing educational webinars such as one scheduled for October 25th in which Intuit will share insights into how it closes the loop with customers
The CXPA is a non-profit organization that's dedicated to the success of customer experience professionals. Join us!
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Temkin Group Update
We have a lot of exciting research in progress that you'll see over the next couple of months. Next week we plan to publish a benchmark of Net Promoter Scores (NPS) across 19 industries and we just started researching employee engagement best practices.
If you're looking to accelerate your customer experience efforts, here are a number of ways that Temkin Group can help:
- Assessments of customer experience efforts, to identify gaps and opportunities to accelerate your transformation efforts
- Speeches and webinars on a wide range of customer experience and leadership topics
- Interactive workshops for executive teams or other groups to gain alignment around key customer experience principles and priorities or to develop plans in areas such as voice of the customer programs
- Educational curricula to establish and reinforce an understanding of proven customer experience principles across an organization
- Strategy reviews of marketing and product plans for vendors who want to help companies transform their customer experience
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Sincerely,
Bruce Temkin
Customer Experience Transformist
& Managing Partner
Temkin Group
Chair, Customer Experience Professionals Association
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CX Workshop in Boston on 10/9
We still have room for a couple of more people to attend our highly interactive workshop:
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We are a research and consulting firm that combines thought leadership with a deep understanding of the dynamics of large organizations to help senior executives accelerate their customer experience transformational efforts
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> Journey-centric alignment
> Mobile-infused experiences
> Predictive personalization
> Distributed contextual insights
> Federated CX capabilities
> Business rhythm integration
> Rejuvenated purposefulness
> Promoter activation
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