Where should the customer experience team sit within organisations? There are plenty of examples of the CX team sitting within the marketing team, but more recent research from the likes of Gartner, indicates that there is a growing trend for the CEO to take direct ownership of customer experience.
The focus of the discussion was based around where the customer experience team should sit, and I was able to draw on new research that MyCustomer has conducted (and will shortly be publishing) to inform my opinions. But we also touched on related areas including the influence of company leadership on CX, and how the company's wider vision impacts customer experience strategies.
Neil Davey is the managing editor of MyCustomer. An experienced business journalist and editor, Neil has worked on a variety of newspapers, magazines and websites over the past 20 years, including Internet Works, CXO magazine and Business Management. He joined MyCustomer in 2007.