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Temkin Group’s August 2012 Insight Report by Bruce Temkin examines the evolution of Customer Experience (CX) management, arguing that the field is entering an era of CX Professionalism and will progress toward CX Mastery. The report defines six stages of CX maturity (Ignore, Explore, Mobilize, Operationalize/Envision, Align/Integrate, Embed), four core CX competencies (Purposeful Leadership; Employee Engagement; Compelling Brand Values; Customer Connectedness), and eight emerging CX management skills (e.g., journey-centric alignment, mobile-infused experiences, predictive personalization). It includes ROI benchmarking, industry ratings, survey data, and practical tools (a CX competency/maturity assessment and a future-skill worksheet).
Questions this document answers
Bruce Temkin; August 2012.
Ignore; Explore; Mobilize (Envision/ Mobilize); Operationalize; Align (Integrate); Embed.
Purposeful Leadership; Employee Engagement; Compelling Brand Values; Customer Connectedness.
Eight emerging skills; examples include journey-centric alignment, mobile-infused experiences, and predictive personalization.