The CXO helps your organization drive the entire customer experience, where experience encompasses everything from products to service delivery. They are tasked with ensuring that each aspect of the business contributes towards a positive engagement between the brand and customers. They bring value by bridging organizational silos and aligning your culture to deliver differentiated and connected experiences.
A CXO's Five Main Objectives
Customer expectations constantly change, market dynamics shift and critical technology innovates at speed. In this environment, the CXO role is critical to defining and optimizing total experiences that give you a competitive advantage.
Benefits of Having a CXO
The CXO is accountable for generating value for your customers and your business. They help you build trust, empathy and the ability to deliver emotionally connected experiences that increase the customer lifetime value, brand loyalty and experience quality metrics.
Delivering a personalized connected experience requires that you engage your employees to be customer-centric, enable them, and provide them with the right tools, processes, systems, training, and consistent communication. The CXO has the power to create an employee experience (EX) that nurtures trust and empathy and makes it easy to engage, which benefits customers and their perception of your brand.
"By integrating and aligning CX and EX with a single CXO role, a company centralizes the value in its people-centered functions— people outside the company (customers) and people inside (employees)." In other words, CXO is the leader of the Human Experience.
 HBR: Why Every Company Needs a Chief Experience Officer, Denise Lee Yohnhttps://hbr.org/2019/06/why-every-company-needs-a-chief-experience-officer
 AMA: The Roles of the Chief Experience Officer, B. Joseph Pine II, and James H. Gilmorehttps://strategichorizons.com/wp-content/uploads/AMA-The-Roles-of-the-Chief-Experience-Officer.pd
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