This Is CX

Episode 14: CX Leadership and Organization Structure

Episode Summary

In this episode, we continue our discussion about CX Governance and talk about the various leaders/sponsors of CX within organizations, specifically diving into the role and responsibilities of Chief Customer Officers (or CCOs, or Chief Experience Officers, or any number of titles by which they go by). We also explore the different types of CX organizations that they head within organizations to drive CX, including three different ways in which they are structured.