If customers are asked, many of them will tell you that CX quality has fallen for 19% of brands. Today's CX landscape is a mix of effective and ineffective channels. Businesses must understand poor CX is an urgent problem and invest in winning customer loyalty.
When looking for a CXO, the most important trait is front-line customer service experience. They must also have sufficient budget and authority to find CX solutions. All departments should be invested in delivering great CX, from Marketing to Finance to IT.
CXOs must measure customer effort as the unifying metric to which all departments are held. All departments can benefit from this, from CMOs to CTOs. Investing in CX is a no-brainer, as it can generate long-term revenue.
Why a CXO Alone Won't Solve Your CX Problems
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