Chief Experience Officer emerges as a new role

Chief Experience Officer emerges as a new role

The Chief Experience Officer arrives 

According to research by www.callcentres.net, the Chief Experience Officer has emerged as a new role as the power shift towards consumers and organisations are forced to focus on customer service to guarantee growth.

Chief marketing officers and chief information officers are increasingly turning to the emerging role of chief experience officer to foster greater customer service, according to new research.

The latest Accenture Interactive survey, Cutting Across the CMO-CIO Divide: Digital drives a new wave of collaboration, found that 35% of Australian CMOs and 25% of CIOs say the creation of a ‘CeXO’ role was a priority for improving collaboration across the two functions.

The position was described as potentially a board-level role that owned the customer, with responsibility for a combined team spanning customer-facing IT, marketing, product development, sales and customer service.

Core benefits cited in creating such a role include delivering better products and services, improving customer service, driving brand value, loyalty and advocacy, and increasing revenue growth and cost and performance transparency.

With call and contact centre managers typically closest to the customer and running large operations, the future could be very bright for senior contact centre managers to finally move into the C-Level suite of roles.

And that has to be a good thing for the customer experience!

Recommended further reading: Chief Customer Experience Office roles on the rise in APAC

Find a list of all the upcoming industry conferences, training courses, networking events and more on the Australian CX Events Calendar >>>

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Upcoming Industry Events:


Customer Experience and the COVID Crisis with Don Peppers

Free
Scheduled
Event Organiser:
CX Central
Virtual/Online

Join leading global CX expert Don Peppers and host Justin Tippett from CX Central on this free webinar - Customer Experience and the COVID Crisis to discuss:

- Why a good “customer experience” is even more central to long-term business success
- How to benefit from the dramatic rise in online, interactive activity; and
- Why trust is even more vital than it ever has been, amid the COVID crisis.

Virtual Coffee: Carrots and Sticks

$30
Scheduled
Event Organiser:
Auscontact
Virtual/Online

In the final Virtual Coffee session for the year, this workshop explores the theory behind motivation and how leaders motivate others (and themselves) - plus some great tips!

Managing Difficult Customers – November 2020

$397
Scheduled
Event Organiser:
CX Skills
Zoom

The Managing Difficult Customers November 2020 course is delivered by global CX-Expert Daniel Ord teaching frontline agents how to identify different types of difficult customers and different types of difficult situations and use root cause analysis to apply the correct solution with confidence.

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