Customer Experience Needs More HR Involvement

While most HR professionals consider it common knowledge that engaged employees provide a better customer experience, just 15 percent reported to offer significant help in the area of employee engagement. This, and other statistics, was revealed in a new survey by market research and consulting firm Temkin Group. The survey also found that most HR departments focus the majority of their efforts on traditional functions, such as recruiting and hiring, instead of being centered on providing a better customer experience.

“Employee engagement is critical for customer experience success,” says Bruce Temkin, managing partner of Temkin Group. “We’re excited to be publishing this research, which should appeal to both customer experience and human resources professionals. The results provide a compelling case for these two groups to work more closely together in the future.”

The survey found that just 12 percent of respondents were considered good or very good at supporting the customer experience and 77 percent of those respondents posted better business results. A further 72 percent of those firms with HR leaders in customer experience spend significant time becoming more customer-centric and 52 percent of these firms are adding customer experience into their training and onboarding process. But just 32 percent of HR departments in other firms are doing the same thing.