The changing face of CX leadership - A MyCustomer research report

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 have changed dramatically.

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.

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.

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