Rise of the Customer Experience Executive
How leaders can impact customer experience and journey mapping
RISE OF THE CUSTOMER EXPERIENCE EXECUTIVE
As more and more products become commoditized, the key brand differentiator has become the customer experience. And as a result, many organisations have made room for a new seat at the C-level boardroom table - the Customer Experience executive.
You've probably seen various titles for this C-level position, including Chief Customer Officer (CCO), Chief Customer Experience Officer (CCXO), Chief Experience Officer or Customer Experience Officer (CXO), etc. Don't be confused by the alphabet soup; they all refer to the same role or position: The C-level executive who champions, or advocates for the customer and their needs throughout the organisation.
But what does this customer-focused leadership role entail, really? Does every organization need a CXO? And how do you know if your company needs one? In this eBook, author and renowned Customer Experience expert, Annette Franz, provides answers to these questions and more including:
What are the CXO critical success factors?
What are the biggest challenges to success?
Why does your company need a CXO?
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