The role of human resource professionals continues to expand beyond the realm of personnel administration and more toward overarching company goals, but the market research and consulting firm Temkin Group says there’s one area where HR efforts are falling short: enhancing the customer experience.

Temkin Group conducted research with more than 300 HR professionals from organizations with at least 1,000 workers and found that, while most understand the importance of engaging employees and creating a customer-centric culture, a mere 15% are significantly boosting those efforts. Most continue to focus on traditional HR functions such as hiring and recruiting.

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