Customer Engagement: The Chief Experience Officer Plays the Transformer

Since the pandemic has changed buying behaviours, customer experience and brand loyalty have become the top priorities for businesses. In this report, Criticaleye Partner, TCS, explores the role of the Chief Experience Officer (CXO) and how personalisation at scale has become the new norm.

Key takeaways:

A CXO must now take on the role of a transformer or change agent.
99 percent of people feel that the brands they interact with are not meeting their expectations.
A recent CMO study shows that almost every brand is struggling to get a composite view of its buyer.

DOWNLOAD INSIGHT

Related Insights

Read, watch & listen to some of the latest thought leadership from our Community.

Inspiring Leaders Podcast: Le...

Rob Hornby, Co-CEO of AlixPartners and Rita Clifton CBE, Portfolio Chair and Non-Executive Director (including Deputy Chair of the John Lewis Partnership, Chair of Simplyhealth, Chair of the international sustainability...

Inspiring Leaders Podcast: De...

Lucinda Charles-Jones, Non-executive Director & Chair or RemCo for Virgin Money and Rank Group (plus a Criticaleye Board Mentor) and Jim Devine, Group HRD, Spirax Group speak to us about some of the findings of our ...

The Boards' Cyber-Risk Compas...

In this insight, Criticaleye Retreat Partner Palo Alto Networks shares the 10 questions every director should ask to govern, fortify and strategise their organisation’s approach to cyber risk.