July 3, 2012

Should Customer Service or the CMO Lead Customer Experience? Introducing the Customer Experience Execution Chasm

Many organizations considering a Chief Customer Officer frequently consider layering the role on to an existing position already held inside the organization. While the Chief Customer Officer work can be led from either customer service or marketing, it’s important to go into this with your eyes open. Layering the customer work on top of existing responsibilities should not be considered a no-brainer.