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Customer Experience Professionals

Customer experience leaders must create experiences that meet or exceed customer expectations to drive profits.

To succeed, you must design outstanding experiences and the ecosystem to deliver them, demonstrate the business value of customer experience as a discipline, and lead its adoption across the organization.

Who this role is for:

Chief Customer Officer
Chief Experience Officer
Director of Customer Experience
VP of Brand Experience

Vice President and Group Director Moira Dorsey (01:31)

Challenges Facing Today’s Customer Experience Leaders

Transform the customer experience and the organization to deliver it:

Customer Obsession Is An Employee Engagement Strategy, Too

The Customer Experience Ecosystem Playbook For 2016

Use digital to drive CX innovations and competitive advantage:

The Digital Customer Experience Improvement Playbook

Use mobile moments to transform customer perceptions:

The Things That CX Designers Worry About

Use big data to design and deliver quality experiences:

How To Measure Emotion In Customer Experience

Customer Experience Blog

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Latest Research For This Role

Report: Customer Empathy: Three Essential Strategies For Cultivating It In Your Organization

April 26, 2017 | Tony Costa

To deliver great customer experiences, companies need high levels of customer empathy. Without it, CX efforts risk becoming self-serving and disconnected from customer needs, expectations, and...

Report: Customers Need A Reason To Remember You

Use Strategically Placed Signature Moments To Create Memories

April 20, 2017 | Ryan Hart

Customer experience (CX) pros must understand that customers won't remember their experiences with the brand unless it evokes a memorable emotion or two. The irony is that the more friction-free the...

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Analysts Serving This Role

  • Tom Champion

    Tom Champion

    Customer Experience Strategy, Digital Customer Experience...

  • Ron Rogowski

    Ron Rogowski

    Globalization & Localization, Customer Experience Strategy...

  • Tony Costa

    Tony Costa

    Omnichannel Customer Experience, Digital Business...

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Upcoming Events For This Role

Forum: CXNYC 2017

June 20, 2017 - June 21, 2017

Workshop: UX Design Methods

May 23, 2017

Webinar: Don't Let Government Derail Your Customer Experience

May 4, 2017

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