February 18, 2020
Nearly 90% of organizations have a chief experience officer or chief customer officer in their ranks and the high number reflects how seriously companies are taking customer experience into account, according to a Gartner Inc. survey.
Just three years ago more than 35% did not have a CXO or CCO in place, according to the research firm's 2019 Customer Experience Management Survey.
"There has been significant growth in the presence of CXOs and CCOs or equivalents in many organizations over the last two years," said Augie Ray, VP analyst, Gartner for Marketers, in a press release on the findings. "However, these roles rarely report to CMOs despite marketing taking control of more CX initiatives."
The survey also found responsibility for CX budgets and initiatives has begun to shift into the marketing department.
"As marketing continues to take on a larger role in CX, marketing leadership faces a potential challenge coordinating companywide CX," said Ray in the release. "CMOs and marketing leaders responsible for aspects of their organization’s CX must ensure that roles are understood, redundancy and conflict are minimized, and collaboration is prioritized."
