Chief experience officer

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A chief experience officer (CXO) is the officer responsible for the overall user experience (UX) of an organization. This executive is ultimately responsible for the strategy behind and user interface design of the organization's products and services, and may further oversee marketing communications, community relations, internal relations, HR relations, investor relations, and other interactions between the organization and its various audiences.[1][2][3][4]

Perception of title[edit]

With greater impact of the Internet, titles such as CXO "sprouted like wildflowers".[5] In a 2012 publication, it was reported that "chief customer officer" (30%) and "chief client officer" (15%) were more commonly used for the role than "chief experience officer" (10%), with 45% utilizing other variations.[6] The Wharton Business School has called the proliferation of roles in the C-Suite "Title Inflation",[7] and Herman and Giola warn about the "dangerous side effects" of "job title invention".[8]

The New York Times discussed the role of the chief experience officer in the context of a number of other "unconventional" and "wacky" titles being created by Madison Avenue firms with the intent to "signal a realization by an advertiser or agency that in a rapidly changing marketing and media landscape, the time for the tried and true has come and gone."[9]

Responsibilities[edit]

In a piece in UX Magazine, Lis Hubert said the goal of having a CXO is "to have someone responsible for curating and maintaining a holistic user-, business-, and technology-appropriate experience" at the C-level.[10][unreliable source?] Authors Claudia Fisher and Christine Vallaster state that a CXO or chief marketing officer is a good idea when "the brand is seen as a strategic driver of the organization."[11]

In Healthcare[edit]

Howard Larkin states that in healthcare, the CXO is "responsible for making sure every aspect of a complex delivery system consistently meets basic patient and human needs" and what it calls "operationalizing the patient experience mission."[12]

See also[edit]

References[edit]

  1. ^ Asaravala, Amit (February 2001). "In Search of The Chief Experience". New Architect. Retrieved 13 January 2013. [unreliable source?]
  2. ^ LaBanca, Ed (3 April 2006). "CXO: Chief Experience Officer: Does Your Organization Have One?". TMCnet. Retrieved 13 January 2013. 
  3. ^ Rayport, Jeffrey F. (4 March 2005). "Who Knows The Customer Best?". InformationWeek. Retrieved 13 January 2013. 
  4. ^ Shah, Dharmesh (15 November 2011). "The CEO Should Be The Chief Experience Officer". OnStartups. Retrieved 13 January 2013. 
  5. ^ Mooney, P. Kelly (2003-08-14). The Ten Demandments: Rules to Live By in the Age of the Demanding Customer: Rules to Live By in the Age of the Demanding Customer. McGraw Hill Professional. ISBN 9780071427357. Retrieved 17 January 2013. 
  6. ^ Manning, Harley; Bodine, Kerry (2012-08-28). Outside In: The Power of Putting Customers at the Center of Your Business. Houghton Mifflin Harcourt. pp. 186–. ISBN 9780547913988. Retrieved 17 January 2013. 
  7. ^ Coomber, Steve; Woods, Marc (2008-06-10). Where Do All the Paperclips Go: ...and 127 other business and career conundrums. John Wiley & Sons. pp. 99–. ISBN 9781906465001. Retrieved 17 January 2013. 
  8. ^ The Futurist. World Future Society. 2000. 
  9. ^ Elliott, Stuart (13 September 2006). "Wanted: Experience Officer. Some Necessary.". The New York Times. Retrieved 13 January 2013. 
  10. ^ Hubert, Lis (28 October 2011). "UX, It's Time to Define CXO". UX Magazine. Retrieved 13 January 2013. 
  11. ^ Fisher, Claudia; Vallaster, Christine (2010-04-01). Connective Branding: Building Brand Equity in a Demanding World. John Wiley & Sons. pp. 147–. ISBN 9780470740873. Retrieved 17 January 2013. 
  12. ^ Larkin, Howard (11 Nov 2012). "Chief Experience Officer: Listener-in-chief". Hospitals & Health Networks. Retrieved 13 January 2013.