Wednesday, June 7, 2017

Rise of the Customer Experience Executive

Image courtesy of GMC Software
Do you need one? A customer experience leader, that is.

There's an alphabet soup of letters thrown together to title the customer experience leader role, whether it's CCO, CXO, CCXO, etc. They all lead to the same definition: the C-level executive who champions, or advocates for, the customer and his needs throughout the organization.

Why is this position necessary? Quite simply, it's time to create memorable customer experiences! And the customer needs someone in the executive suite who represents him and his needs. Without that representative dedicated to shepherding the voice of the customer and the needs of the customer throughout the organization, it's really difficult to transform the organization's culture to one that is customer-obsessed or to redirect the focus onto the customer as opposed to solely on the business of creating shareholder value.

I recently finished writing an eBook for GMC Software titled Rise of the Customer Experience Executive: How CX Earned a Spot in the C-Suite. In the eBook, I go more in-depth on whether every company needs a CXO and answer other questions, including:
  • What are the CXO's critical success factors?
  • What are the biggest challenges to success?
  • Why do you need a CXO?
  • and more...
I also interviewed five global CCOs to get insights into how they landed their roles, their key challenges and how they overcame them, and advice for current and future CX executives. I was honored to speak with:
    • Christine Corbett, CCO, Australia Post
    • Nick Frunzi, CCO, Esri
    • Ingrid Lindberg, former 4-time CCO, most recently with Prime Therapeutics
    • Isabelle Conner, CMO/CCO, Assicurazioni Generali Spa
    • Donna Peeples, CCO, Pypestream
    Take a moment to download the eBook. Grab a cup of coffee and enjoy some great advice from these thought leaders! Thank you in advance for reading it!

    If it's a pain point for your customers, it is generally a pain point for your people. -Christine Corbett


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