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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:

Reinvent Customer Experience

The Customer Experience Ecosystem Playbook For 2015

Use digital to drive CX innovations and competitive advantage:

Digital Customer Experience Trends, 2015

The Digital Customer Experience Improvement Playbook For 2015

Use mobile moments to transform customer perceptions:

Three Key Features That Increase App Engagement

Use big data to design and deliver quality experiences:

The Data-Driven Design Revolution

Customer Experience Blog

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Latest Research For This Role

Report: Augment Customer Journey Work With Expectation Mapping

Localizing Customer Experiences, Part 2

July 1, 2015 | Ryan Hart

Emotion is the most important dimension of a great customer experience (CX). As standards rise, CX professionals face the challenge of accurately accounting for this key emotional component, and the...

Report: Case Study: How Mercedes-Benz USA Fosters Customer Centricity Among All Employees

June 25, 2015 | Samuel Stern

In 2011, Mercedes-Benz USA (MBUSA) embarked on a customer experience (CX) transformation to align the quality of its customer interactions with the promise inherent in its tagline: "The Best Or...

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Analysts Serving This Role

  • Deanna Laufer

    Deanna Laufer

    Customer Experience Management, Consumer Mobility...

  • Ron Rogowski

    Ron Rogowski

    Globalization & Localization, Customer Experience Management...

  • Tony Costa

    Tony Costa

    Telecommunications Services, Location-Based Services...

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Upcoming Events For This Role

Forum: ML SYDNEY 2015

September 15, 2015


October 22, 2015 - October 23, 2015

Forum: CX EUROPE 2015

November 16, 2015 - November 17, 2015

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