{"id":54737,"date":"2022-09-27T13:33:51","date_gmt":"2022-09-27T17:33:51","guid":{"rendered":"https:\/\/www.sogolytics.com\/blog\/?p=54737"},"modified":"2022-09-27T18:24:42","modified_gmt":"2022-09-27T22:24:42","slug":"should-companies-hire-a-cxo","status":"publish","type":"post","link":"https:\/\/www.sogolytics.com\/blog\/should-companies-hire-a-cxo\/","title":{"rendered":"Do Businesses Need a Chief Experience Officer (CXO)?"},"content":{"rendered":"

It’s clear that being a truly customer-first business brings tremendous benefits in terms of customer loyalty, retention and market share. As a result, the transition towards customer-centric cultures has been one of the biggest business trends of recent years.<\/p>\n

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In order to successfully manage that transition (and to maintain and nurture it on the other side), the role of Chief Experience Officer has emerged.<\/p>\n

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But what is a CXO, and should your company hire one?<\/p>\n

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\"A<\/a><\/p>\n

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What is a Chief Experience Officer?<\/h2>\n

Businesses used to spend a lot of time making decisions and investments in the name of the customer. You’ve probably heard phrases like, “We are a customer-centric business,” and, “This decision is about benefiting out customers!”<\/p>\n

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But in reality, the decisions mostly served to benefit directors or investors. That’s not what being customer-centric really means. What it actually means is personalized service; thoughtful processes which put the customer first; control over their personal data; acting with integrity; and building the most valuable products (not necessarily the most profitable).<\/p>\n

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And according to the most recent edition of the State of the Connected Customer report by Salesforce<\/a>, this is exactly what customers are demanding.<\/p>\n

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The Chief Customer Officer is an executive role that directly manages this customer-centric transition.<\/h3>\n

This is a seasoned professional that understands consumer needs and behaviors, and can help deliver a truly customer-first culture and service. In the coming years, the CXO will be essential for retaining customers, capturing leads and growing the bottom line.<\/p>\n

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Chief experience officer? Customer experience officer? Chief customer officer?<\/h3>\n

Given the relative youth of the position, there is some confusion over the terminology. Here’s a quick clarification:<\/p>\n

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