The "CX" acronym has taken on new life over the past couple of years as businesses focus on customer experience. With customers wanting instant service outside of the schedule and queues of a call center, delivering digital CX quickly is often a struggle. Gartner reports that customer experience drives over 66% of customer loyalty, making it crucial for businesses to innovate for great digital experiences. So, how has changing CX affected the role of the chief experience officer (CXO)?
Digital acceleration in customer service is needed to meet customer expectations for digital and quick, but also personable and human experiences. The role of the CXO has shifted from measuring customer feedback to deploying customer experiences with agile teams that can test and innovate per customers' changing preferences. To be successful, CXOs need to create a team of people from various disciplines, and understand technology and customer experience. Businesses must also continue to invest in the tools and platforms necessary to meet customer expectations.
2020 brought challenges that most businesses had never seen before, and the stakes have never been higher for businesses to rethink organizational flexibility and scalability for customer experience. CXOs need to be prepared to compete and continue to meet the customer experience priority set by the marketplace.
Three Things CXOs Must Know to Stay Relevant
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