Customer Experience Leadership Matters

Less than one-third of our Customer Experience Peer Research Panel participants have an executive in charge of their company's customer experience efforts. We examined how these firms with clear customer experience leadership differ from their peers. While they aren't more disciplined in their customer experience efforts, they are more likely to undertake corporatewide efforts like an enterprise Net Promoter program. These firms also report significantly fewer obstacles than do firms without a customer experience executive. The upshot: Companies aiming for dramatic customer experience improvements should actively consider a dedicated executive to lead the transformational effort.