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Marketing

Chief experience officer role surges in importance, but to whom to report?

February 13, 2020

Creation of chief experience officers and chief customer officers have blurred lines of authority and responsibility with departments, particularly marketing. Image credit: Gartner Creation of chief experience officers and chief customer officers has blurred lines of authority and responsibility with departments, particularly marketing. Image credit: Gartner

 

By Dianna Dilworth

As customer experience becomes a key determinant for a shopper to engage with a brand, marketers are under pressure to treat CX as a serious discipline under leadership of a single individual.

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  1. Luxury Unfiltered: Luxury's listening problem is worse than the industry thinks
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  5. Lions, tigers, bears and 'Wirkins,' oh my!: The legality of Walmart's Hermès Birkin dupe
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