As more and more products become commoditized, the key brand differentiator has become the customer experience.
And as a result, many organizations 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 organization.
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?
The book also features 5 in-depth interviews with CXO's from around the world with insights into how they landed their roles, their key challenges and how they overcame them, and advice they have for current and future CX executives.
To grab a complimentary copy of this one-of-a-kind eBook, simply complete the form fields provided.
We hope you enjoy it!
About the author
Annette Franz is CEO of CX Journey Inc, a boutique consulting firm specializing in helping clients ground and frame their customer experience strategies in/via customer understanding. Her passion lies in teaching companies about customer experience and helping them understand the importance of the employee experience to a great customer experience. She has 25 years of experience in the CX space and has been recognized as one of “The 100 Most Influential Tech Women on Twitter” by Business Insider and by several other organizations as a top influencer in Customer Experience. She is an active CXPA member, as a CX Expert, CX Mentor, and a SoCal Local Networking Team Lead; she also serves as an executive officer on the association’s Board of Directors.