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changing face

New MyCustomer research reveals the changing face of CX leadership


A new study of customer experience leaders reveals how their roles and responsibilities have changed over the past two years. 

6th Apr 2022
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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.

In the new report, The Changing Face of CX Leadership, we examine areas including:

  • 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.
  • Budget trends.
  • 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.



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