Chief experience officer

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A chief experience officer (CXO) is an executive responsible for the overall experience of an organization's products and services. As user experience (UX) is quickly becoming a key differentiator in the modern business landscape,[1] the CXO is charged with bringing holistic experience design to the boardroom but lacking little substance leaving other sectors and management levels to pick up the slack affecting part of the organization's business strategy and culture. Culturistically often clashing with a 'CCO' or similar position where often larger corporations or organizations will opt for a latter and a global CEO/CEO and CCO collaboration.

Responsibilities[edit]

A CXO's responsibilities include:

  • Corporate leadership in UX strategy
  • Software and hardware design management
  • Creative reviews and concept development
  • Intellectual property positioning and protection

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.[2][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."[3]

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."[4]

Perception of title[edit]

In 2006 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."[5]

The Wharton Business School has called the proliferation of roles in the C-Suite "Title Inflation",[6] and Herman and Giola warn about the "dangerous side effects" of "job title invention".[7]

Related positions[edit]

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.[8]

See also[edit]

References[edit]

  1. ^ "CEO as Chief Experience Officer -". GA Blog. Retrieved 2016-01-14. 
  2. ^ Hubert, Lis (28 October 2011). "UX, It's Time to Define CXO". UX Magazine. Retrieved 13 January 2013. 
  3. ^ 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. 
  4. ^ Larkin, Howard (11 Nov 2012). "Chief Experience Officer: Listener-in-chief". Hospitals & Health Networks. Retrieved 13 January 2013. 
  5. ^ Elliott, Stuart (13 September 2006). "Wanted: Experience Officer. Some Necessary.". The New York Times. Retrieved 13 January 2013. 
  6. ^ 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. 
  7. ^ The Futurist. World Future Society. 2000. 
  8. ^ 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.