Two years ago MyCustomer conducted research looking at the role and responsibilities of CX leaders to reveal the commonalities and the differences between the key figures running customer experience programmes.
But since we conducted that study, the world and the CX profession has changed dramatically, as we have experienced a pandemic, rapid digital transformation and a growing number of high-profile chief customer officer appointments.
With that in mind, MyCustomer - in partnership with TTEC and the European Customer Experience Organization - has once again conducted a survey of customer experience leaders to examine the roles, responsibilities, teams and budgets of today's CX leaders, and detail how they have developed in the last two years.
The career path to customer experience leadership.
Training and qualifications.
The main responsibilities of CX leaders.
The size of CX teams.
How success is measured.
Investment history and plans.
The results delivered by CX programmes.
And by comparing our 2022 findings to 2020, we are able to see how the profession is developing and how it is faring under the considerable pressures of the past two years - an in-depth exploration of the evolution of customer experience leadership at this point in time.
It is a fascinating snapshot of CX leadership circa 2022, and enables CX professionals to benchmark their own roles, responsibilities, requirements and experience with their peers.
How has customer experience leadership changed since 2020?
Find out in MyCustomer's latest comprehensive CX research report
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.