News

Research: More big companies are gungho on CX

February 22, 2017

A new Temkin Group report reveals customer experience investments are on the rise and good return-on-investment last year is spurring greater attention and effort on customer experience.

The survey, which polled 165 large companies in December 2016, also reports 87 percent of those polled stated customer experience efforts had a positive business impact — a jump from 79 percent in 2015, according to a press release.

That increase and impact is driving more companies to boost customer experience investment this year.

"There's a lot of momentum around customer experience, as large companies are very bullish about driving business results through better customer experience," Bruce Temkin, managing partner of Temkin Group, said in the release.

Here are some other highlights:

• Spending growth is expected to be strongest for VoC software, predictive analytics, and experience design agencies.
• Web and mobile will remain the most important channels in 2017, while social media experiences decline in importance.
• Customer insights and analytics remains the most important customer experience activity.
• Companies are planning to increase use of customer experience metrics to drive compensation across all types of employees.
• More than half of respondents expect to increase customer experience training with customer-facing employees.