As the Customer Journey Evolves So Does the Role of the Customer Experience Officer

March 19, 2020

Posted by Aptean

CXO, Customer Experience


Historically, the customer experience officer (CXO) has been tasked with ensuring and maintaining a positive relationship between the brand and the customer. The rise of the internet as an engagement and shopping medium has presented a wealth of opportunity to reinforce strong customer experiences. This also means, however, that there’s room for things to go wrong. Research has found, in fact, that 76% of business executives say that improving customer service is a high or critical priority for their enterprise.

Aptean’s Martin Ellingham dives deep into the role of the customer experience officer in his piece, All Change for the CXO, featured in Digital Marketing Magazine.