Chief experience officer (CXO) is a crucial role in ensuring a positive customer experience. CXOs oversee the entire customer experience by creating customer journey maps and managing customer contacts. They work with the C-suite, marketing, sales, and product teams to establish a customer-centric culture, set business objectives, and drive innovation. The ideal CXO should possess influence skills, partnership and cooperation, agility, and strategic thinking. According to Gartner, over 90% of organizations will have a CXO or CXO equivalent by 2020, making it a critical role for businesses.
