|By PR Newswire||
|February 11, 2014 08:30 AM EST|
WABAN, Mass., Feb. 11, 2014 /PRNewswire/ -- Temkin Group released new research, State of the Customer Experience (CX) Profession, 2014. The report examines response from 293 CX professionals in late Q4 2013 about their current jobs and compares their responses to similar studies completed over the previous three years. The research also includes Temkin Group's first-ever compensation study of CX professionals, with annual compensation of individual respondents ranging from $30,500 to $872,500.
Ninety-eight percent of those surveyed agree with the statement "customer experience is a great profession to be in," and 83% agree with the statement "their company appreciates CX professionals like them." These levels have stayed relatively steady since 2010.
CX professionals believe that they are helping their organizations. Eighty-seven percent feel that their CX efforts have had a positive impact on their organizations in 2013 and 98% expect to have a positive impact in 2014. The positive outlook comes from increasingly supportive leaders. The percentage of respondents who agree that their executive team is committed to their company's customer experience goals has grown from 77% last year to 82% this year.
CX professionals are the most actively involved in voice of the customer programs, customer insight analysis, and change management & culture change. When it comes to their organization's interactions, they're most frequently involved in customer service.
"Customer experience professionals are a happy bunch, they enjoy their work and feel as if they are making a difference for their organizations as well as for society overall," states Bruce Temkin, Managing Partner of Temkin Group.
The study also examined annual compensation levels for 131 CX professionals within large organizations, those with 1,000 or more employees. The median total compensation for five different CX roles are as follows: Mid-level individual contributors earn $90,000, expert-level individual contributors earn $145,000, leaders of groups of 15 or fewer people earn $145,000, leaders of groups larger than 15 people earn $177,500, and executives earn $260,000.
The research also examined the backgrounds of people across the five different CX roles. Here are some of those findings:
- The average professional experience ranges from 13.0 years for mid-level individual contributors to 20.8 years for executives.
- The average experience in CX roles ranges from 4.5 years for mid-level individual contributors to 11.5 years for executives.
- The CX professionals who have an undergraduate degree ranges from 88% for individual contributors to nearly 100% for other roles.
- Expert individual contributors are the most satisfied with their overall compensation.
For more information about Temkin Group, visit www.TemkinGroup.com.
About Temkin Group: Temkin Group is widely recognized as a leading customer experience research and consulting firm. Many of the world's largest brands rely on its insights and advice to steer their transformational journeys. Temkin Group combines customer experience thought leadership with a deep understanding of the dynamics of organizations to help accelerate results. Rather than layering on cosmetic changes, Temkin Group helps companies embed practices within their culture by building four critical competencies: Purposeful Leadership, Employee Engagement, Compelling Brand Values, and Customer Connectedness. The firm's ongoing research identifies leading and emerging best practices across a wide range of activities for engaging the hearts and minds of customers, employees, and partners. For more information, contact Bruce Temkin at 617-916-2075 or send an email.
About Bruce Temkin: Bruce Temkin is widely recognized as a customer experience thought leader and is Customer Experience Transformist and Managing Partner of Temkin Group. He is also the author of a very popular blog, Customer Experience Matters® (ExperienceMatters.wordpress.com). Prior to forming Temkin Group, he was a VP at Forrester Research for 12 years. Bruce is a highly demanded speaker who consistently receives high marks for his content-rich, entertaining keynote addresses. He is also the co-founder and Chair of the Customer Experience Professionals Association (CXPA.org), a global non-profit organization dedicated to the advancement of customer experience management.
Customer experience matters is a registered trademark of Temkin Group.
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