Although most human resources professionals understand engaging employees leads to a better customer experience, only 15 percent report significantly helping in that area, according to a new survey by Temkin Group, a market research and consulting firm.
Rather than working on the customer experience, the survey finds most HR departments center their efforts on more on traditional HR functions, such as recruiting and hiring.
"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."
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