Before we begin talking about where CX should sit in the organization, I want to clarify one thing. Customer Experience is not a single person.
A company cannot hire one customer experience professional and expect that in a year that company will have a customer-centric corporate culture in place. CX also is not a team that has no visibility and no budget. No one has ever heard of a business successful transformation without extensive change management implications done and without vision and strategy. CX requires individuals and teams with cross functional workshops, new products and processes and heavy communications across the organization.
A CX team needs the leadership support to deliver all of those to the brand and the organization. So where in the organization should CX sit? Leadership teams across industries and geographies are trying different suboptimal approaches.
IT
Last year a non-profit health insurance company in New York approached me to ask for feedback on their CX set up....
To continue reading go to www.doingcxright.com.
Liliana Petrova