Who is Responsible for the Customer Experience?

To be responsible means to be accountable, so who ultimately owns the customer experience in your organization?

The work with customers often times naturally organizes itself with those individuals who primary offer customer service and those who support those who serve the customer. But in order to organize service actions into a cohesive, collective, and constructive experience that converts customers, someone has to own the customer experience process. Who should that person be?

This is the exact discussion taking place on InsideCXM in an article I’ve contributed where we outline who is responsible for the customer experience and who ultimately has the greatest impact in directing the customer experience work.

Join the discussion on customer experience accountability on InsideCXM.com.