The CX leadership position is new and amorphous. But companies that get it right will develop a stronger culture and business results, while those without the right components in place will see their programs fail.
Companies have made customer experience (CX) a priority but haven’t yet figured out how to nail the right level of leadership. As a result, customer experiences are suffering. Getting CX leadership right will create experiences that add to the bottom line.
3 KEY QUESTIONS THIS REPORT WILL ANSWER
What challenges are chief customer officers/CX leaders facing today?
What are the important factors to consider when developing a CX leadership strategy?
How do you incorporate a CX leader into the organization?
WHAT’S IN THIS REPORT? This report provides a guide for executives on the hunt for CX leaders and explains how leaders themselves can chart a path to success for their team and company.
KEY STAT: Only 16.5% of companies have a dedicated team that owns the CX experience, per a March 2022 UserTesting report. The lack of ownership and definition around the CX role leads to worse customer experiences and makes proving its worth difficult.
Here’s what’s in the full report
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Director, CX, Digital Marketing, Ecommerce, and Corporate Communications
Interviewed March 30, 2022
Bob Azman
Innovative CX Solutions
Chief Customer Service Experience Officer and Consultant
Interviewed March 22, 2022
Michelle Billinger
North American Savings Bank (NASB)
Director, Customer Experience
Interviewed March 30, 2022
Jeanne Bliss
Customer Bliss
Founder and CEO
Interviewed March 16, 2022
David Clarke
EY
Partner and Financial Services Digital Strategy Leader
Interviewed July 21, 2022
Jed Dederick
The Trade Desk
Chief Client Officer
Interviewed July 11, 2022
Tom DeWitt
Eli Broad College of Business at Michigan State University
Director, CXM@MSU
Interviewed March 31, 2022
Diana DiGuido
Tinuiti
Chief Client Officer and Senior Vice President, Client Strategy
Interviewed May 24, 2022
Tabitha Dunn
Ericsson
Chief Customer Officer and Head of Customer Experience and Global Sales Excellence
Interviewed March 25, 2022
Peter Fader
The Wharton School of the University of Pennsylvania
Professor, Marketing
Interviewed April 11, 2022
Greg Fisher
Affirm
CMO
Interviewed May 2, 2022
Mark Gay
Ebiquity
Chief Client Officer
Interviewed July 8, 2022
Heather Gillbanks
Cornerstone Building Brands
Director, Customer Experience and Customer Center of Excellence (CoE) Lead
Interviewed March 25, 2022
Jaime Gilliam-Swartz
Eventbrite
Vice President, Global Services
Interviewed March 28, 2022
Millie Gillon
Standard Chartered
Senior Managing Director and Global Head of Client Experience, Innovation, and Transformation
Interviewed March 16, 2022
Nick Glimsdahl
VDS
Director, Contact Center Solutions
Interviewed April 6, 2022
Brad Greenawalt
Peloton
Vice President, Membership
Interviewed April 15, 2022
Zack Hamilton
Chatter Research/Stingray
Chief Experience and Strategy Officer
Interviewed March 11, 2022
Michael Hinshaw
McorpCX
President
Interviewed March 24, 2022
Jeffrey Hirsch
PubMatic
Chief Commercial Officer
Interviewed June 2, 2022
Lynn Hunsaker
ClearAction Continuum
Chief Customer Officer
Interviewed March 14, 2022
Andrea Krohnberg
Kelly Services
Global Director, Customer Insights and Experience
Interviewed March 7, 2022
Mike Kuenne
Kuenne Advisory LLC
Principal Owner
Interviewed March 8, 2022
Shibo Li
Indiana University Bloomington
John R. Gibbs Professor and Professor of Marketing
Interviewed April 1, 2022
Diane Magers
Experience Catalysts
Founder and Chief Experience Officer
Interviewed March 17, 2022
Rob Markey
Bain & Company
Partner
Interviewed March 26, 2022
Greg Melia
Customer Experience Professionals Association (CXPA)
CEO
Interviewed March 24, 2022
Roberta O’Keith
OCX Cognition
Solutions Consultant
Interviewed April 4, 2022
April Oman
Sift
Chief Customer Officer
Interviewed March 29, 2022
Karen Pascoe
Wells Fargo
Head of Digital Design Innovation, Commercial Bank and Corporate and Investment Bank
Interviewed April 6, 2022
Jon Picoult
Watermark Consulting
Founder and Principal
Interviewed April 13, 2022
Christopher Rios
Blue Rock Search
Founding Partner
Interviewed February 10, 2022
Tom Rocca
Calusa Marketing
Vice President and Business Executive, Incentive and Loyalty Products
Interviewed July 25, 2022
Ashley Ross
Bank of America
Senior Vice President and Consumer and Small Business Client Care Executive
Interviewed April 6, 2022
Richard Sanderson
Spencer Stuart
Consultant and Marketing, Communications, and Sales Practice Leader
Interviewed March 11, 2022
Amy Shioji
Strategic Education, Inc.
Chief Experience Officer and Senior Vice President, Corporate Strategy
Interviewed May 11, 2022
Amy Shore
Nationwide Insurance
Executive Vice President and Chief Customer Officer
Interviewed May 3, 2022
Wayne Simmons
Bayer
Customer Powerhouse Customer Experience Leader
Interviewed March 29, 2022
Mark Slatin
Sandy Spring Bank
Senior Vice President and Director, Client Experience
Interviewed April 4, 2022
Eric Smuda
InMoment
Principal, CX Strategy and Enablement
Interviewed March 17, 2022
Bill Staikos
Medallia
Senior Vice President, Solution Principals
Interviewed March 8, 2022
Roxie Strohmenger
UKG
Vice President, Customer Experience Strategy
Interviewed April 5, 2022
Todd Unger
American Medical Association (AMA)
Chief Experience Officer and Senior Vice President, Marketing and Member Experience
Interviewed March 21, 2022
Jeannie Walters
Experience Investigators
CEO and Chief Customer Experience Investigator
Interviewed March 14, 2022
Nicholas Zeisler
Zeisler Consulting
Principal
Interviewed July 27, 2022
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Customer-Related Objectives That Are Very High Priority for Investment at Their Company According to Marketing and Customer Experience (CX) Professionals Worldwide, by Maturity Level, Sep 2021 (% of respondents in each group)
Areas With the Greatest Impact on Customer Experience (CX) & Engagement Challenges According to CX Professionals Worldwide, Dec 2021 (% of respondents)
Predominant Background/Discipline/Training Before Becoming a Customer Experience (CX) Leader According to CX Leaders Worldwide, 2020 & 2022 (% of respondents)
Customer-Related Objectives That Are Very High Priority for Investment at Their Company According to Marketing and Customer Experience (CX) Professionals Worldwide, by Maturity Level, Sep 2021 (% of respondents in each group)
Areas With the Greatest Impact on Customer Experience (CX) & Engagement Challenges According to CX Professionals Worldwide, Dec 2021 (% of respondents)
Predominant Background/Discipline/Training Before Becoming a Customer Experience (CX) Leader According to CX Leaders Worldwide, 2020 & 2022 (% of respondents)