March 23, 2016

Who leads Customer Experience?

I’m seeing dramatic growth in companies who are committing to dedicated customer experience (CX) roles – specifically in leadership. There’s a parallel shift towards design leadership and in general executives who embrace “experience” as a core value. These new leaders are often walking into traditional and often outdated organizational structures which were not built to proactively consider the demands of today’s customers. Because CX is such a new space it’s often ill-defined, even for organizations who are dedicating budgets to CX teams.

To dig a bit deeper on this topic and for a roadmap on how to navigate your CX leadership role, take a look at my recent article, “Succeeding as a New Leader in Customer Experience”

Posted In Customer Experience, Organizational Culture.