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Access "More companies join CEM choir but still lack maestros"

Published: 26 Nov 2012

Does your organization have a chief customer officer? If not, you’ll most likely want one in the coming months, especially if your company is in a high-touch industry like finance or professional services. There are about 100,000 customer experience management (CEM) professionals in North America, according to Bruce Temkin, managing partner of the Temkin Group, a Newton, Mass., consulting firm that specializes in the burgeoning customer experience field. Hail to the chief What is a chief customer officer, and where does a professional like this come from? In most cases, chief customer officers are cultivated inside the company, experts say. In a survey of 200-plus large businesses, the Temkin Group found only 7% of companies are truly customer-centric, while most are trying to move toward that goal. Nearly six out of 10 have a senior executive leading customer experience efforts, and the average number of customer experience employees per company is seven. Bruce Temkin, CEO of the Newton, Mass., consultancy, said customer experience management (CEM) ... Access >>>

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