Tuesday, July 18, 2017

Why Does Your Company Need a Customer Experience Executive?

Image courtesy of GMC
Who needs a customer experience executive? Why? What does this  person do? What are the critical success factors for this role? What advice is there for future customer experience executives?

Those are just some of the questions addressed in an eBook I wrote - and GMC Software released - about six weeks ago. And during a recent podcast with GMC Software.

If you've seen the eBook, you'll know that 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
If you haven't seen it yet, please take a moment to download the eBook. The response has been overwhelming, and the feedback has been quite generous and thoughtful. Thank you to everyone who has taken the time to not only download and read it but to also share your thoughts on it.

For a CliffNotes version, have a listen to this podcast with Mirza Baig of GMC Software, during which he and I discuss some of the highlights of the CCO interviews, and I answer his questions about this role. One of my favorite questions was about my "Shark Tank sales pitch" about the CXO role: Why does a company need a customer experience executive? I won't give away the answer here... you'll have to listen to hear my response.

You are serving a customer, not a life sentence. Learn how to enjoy your work. -Laurie McIntosh


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