Thanks for your comment, Graham!

I understand the concern about putting CX in charge of marketing - certainly organisations will be watching the McDonald's/Walmart experiment with great interest.

I don't necessarily think that putting CX in charge of marketing is destined to always deliver less value to shareholders than with marketing in the driving seat, but I do think that it would need the right chief customer officer in place (specifically one with very strong commercial credentials) and with the right remit. The question is, if a company has the position and person that fits that description, are they really a chief customer officer as we know it, or is it really just a very customer-focused CMO?

Hi Sampson, I've corrected the link in the story. My bad - I added the link to Graham's original piece and clearly made a hash of it!

It sounds as if issues with item delivery are responsible for a large proportion of the complaints, so you'd imagine that as in-store shopping becomes more common again that we'll see the complaint numbers begin to drop.

Thanks for your thoughts, Steven. I guess one of the challenges for CX teams/programmes/leaders, is to have enough autonomy to be able to - for instance - define what its own function is, rather than having its purpose dictated by the CEO/CMO/etc. But can they get that autonomy until they've followed and delivered on these company expectations in the first place? Bit of a chicken and egg scenario perhaps?

Thanks Gangadhar - I hope you have a great 2020!

Hi Ralph, you can find more information here: https://hire.withgoogle.com/public/jobs/zegocom/view/P_AAAAABlAAByKvdNus...

Thanks

Hi Rajeev, you can find it as part of the series, and also here directly:

https://www.mycustomer.com/resources/cem-maturity-model-a-framework-for-...

Thanks Rajeev.

Interesting stat, Jamie. Could you possibly share the source? Would be interested in quoting this in forthcoming work. Thanks Jamie.

Hi Umran,

The ICO's recommendations on this can be found here: https://ico.org.uk/for-organisations/guide-to-the-general-data-protectio...

There's no mention of pseudonymous data there, however.

My understanding is that personal data that has been pseudonymised can fall within the scope of the GDPR
depending on whether the party holding it has access to the key, plus how difficult it is to attribute the
pseudonym to a particular individual.

The ICO's official line on pseudonymised data can be found here: https://ico.org.uk/for-organisations/guide-to-the-general-data-protectio...

Thanks

Hi Michael, I've found nothing more on this to date. I will update here if I find/hear anything that contradicts my original response, though. Thanks Michael.