The Chief Customer Officer CXO Handbook

We asked Chief Customer Executives and CX leaders about their greatest challenges in establishing or optimizing their companies’ Customer Experience (CX) programs. 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. CX Reset challenges — One of the biggest execution challenges is for coalitions to decide what infrastructure is necessary to move the firm from stagnant to stellar. This handbook shows how.