Customer Experience can mean different things to different people. In the Marketing world, there’s a debate about whether a CMO should now be called the Chief Customer Officer. There is also an ongoing discussion about whether today’s organizations actually require this dedicated Chief Customer Officer.
There can be arguments both for and against, but in my experience being customer-centric and maintaining a continual focus on improving the customer experience is a necessity for any organization looking to move forward as a digital enterprise. So, assuming that the CCO becomes the newest office in the C-Suite, what qualifications would this person need to possess? The job description can include storyteller, politician, diplomat, digital futurist, customer advocate and human duct tape, just to get started.
If this varied definition of skills isn’t enough, there is no shortage of others weighing in on the qualifications. And, while these qualifications are diverse and impressive, much of the CCO or CMO’s real work centers around the culture he or she needs to help nurture and build. Because, it is only through a company-wide commitment that an organization can effectively meet its customers’ increasingly complex needs on the frontline every day.
Successful companies create an echo chamber of customer centricity, where everyone from customer service and accounts payable representatives to the C-Level team understands how they influence experiences that will help customers thrive. They recognize that every employee has the opportunity to play a part, to positively influence customer experiences when supported by a culture that allows each person to be the solution, not part of the problem or simply a bottleneck.
We continue to proactively engage with our customer base, both digitally and in person. Over the coming months, we will provide a number of opportunities for our customers to interact with both their peers and various team members from ECD.
Placing the customer at the heart of what we do is something we take very seriously and focus on every day. We invite you to learn more about how you can engage with us as well as share your feedback and suggestions, by posting on this blog.
In our minds, every day is CX Day, and today we want to take an extra moment to pause and say thank you. Your feedback, input and passion around the software and solutions we create is tremendous. We appreciate your trust in us. We take that commitment seriously. And, we look forward to our next chapter and to continuing this journey together.