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’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.
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