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IDC's 2015 EXPERIENCES Survey: Customer Experience Professionals Are Strategic, Not Just a Buzzword

IDC's 2015 EXPERIENCES Survey: Customer Experience Professionals Are Strategic, Not Just a Buzzword

This IDC study focuses on customer experience initiatives across companies with 50 to 10,000+ employees. The findings are centered on the reporting structure and authorization levels of customer experience professionals based on IDC's EXPERIENCES Survey that was conducted in February 2015.

"Our study results attest that customer experience initiatives are not just the latest buzz word for customer handling," says Mary Wardley, vice president, CRM Applications and Customer Experience at IDC. "Customer experience professionals are not only prevalent in organizations but also have the authority and support of senior management in what is considered a strategic initiative."

Please Note: Extended description available upon request.


IDC Opinion
In This Study
Methodology
IDC's 2015 EXPERIENCES Survey
Situation Overview
Understanding the Experiences Landscape
Who Are These Customer Experience Professionals?
Reporting Structure — A Population in Charge
This Is Not a Marketing Initiative
Customer Experience Is a Strategic Initiative
Respondent Title
Size of the Company
Leading CX Industries
Future Outlook
Essential Guidance
Learn More
Related Research
Synopsis
Figure: Respondent Involvement with Designing/Managing the Organization's Customer Experience Strategy
Figure: Respondent's Reporting Structure
Figure: Strategic Versus Tactical Responsibility for Customer Experience by Group
Figure: Respondents by Job Title/Role
Figure: Respondents by Company Size
Figure: Respondents by Industry
Figure: Organizational Plans for Hiring a Customer Experience Officer
Figure: Reporting Structure for Customer Experience-Titled Individuals

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