What qualities does it take to be a head of customer experience or CCO? And if you’re looking to hire one, what do you need? Jeanne Bliss explains.
It’s not the fact that the silos exist that’s the problem.
It’s their lack of coordination and conflicting metrics. Each faction of the company continues to establish their own plans, budgets and goals. The challenge of CX work is that it cuts across the entire organization and orchestrating a new behavior isn’t often factored in by the silos.