In today’s business climate, organizations have realized that experience is a strategic imperative fundamental to their success. According to research from Gartner, in 2017 over 35% of organizations lacked a Chief Experience Officer (CXO), Chief Customer Officer or equivalent title. By 2020, over 90% of organizations had someone in the role. Data shows that experience-centric organizations consistently outperform markets. To discover the strategy and principles behind the experience-centric organizations, we interviewed CXOs, CMOs and other leaders from top performing organizations. The result of those interviews is the CXO Handbook.
For the CXO Handbook, we asked Chief Customer Executives and CX leaders what their greatest challenges were in establishing or optimizing their companies’ Customer Experience (CX) programs. Their answers illuminated the intricate relationships that exist between the boardroom, chief executives, management, employees, customers, and their experiences with the brand.
Our research uncovered the core elements of stress, friction, and success in setting up, managing, and optimizing CX management programs. We discovered three surprising patterns that distinguish outperforming from under-performing enterprises. Outperforming enterprises reveal the following: