Chief experience officer

A chief experience officer (CXO) is an executive responsible for the overall experience of an organization's products and services. As user experience (UX) is quickly becoming a key differentiator in the modern business landscape,[1] the CXO is charged with bringing holistic experience design to the boardroom and making it an intrinsic part of the company's strategy and culture.

Responsibilities

A CXO's responsibilities include:

  • Corporate leadership in UX strategy
  • Software and hardware design management
  • Creative reviews and concept development
  • Intellectual property positioning and protection

In a piece in UX Magazine, Lis Hubert said the goal of having a CXO is "to have someone responsible for curating and maintaining a holistic user-, business-, and technology-appropriate experience" at the C-level.[2] Authors Claudia Fisher and Christine Vallaster state that a CXO or chief marketing officer is a good idea when "the brand is seen as a strategic driver of the organization."[3]

In Healthcare

Howard Larkin states that in healthcare, the CXO is "responsible for making sure every aspect of a complex delivery system consistently meets basic patient and human needs" and what it calls "operationalizing the patient experience mission."[4]

Perception of title

In 2006 the New York Times discussed the role of the chief experience officer in the context of a number of other "unconventional" and "wacky" titles being created by Madison Avenue firms with the intent to "signal a realization by an advertiser or agency that in a rapidly changing marketing and media landscape, the time for the tried and true has come and gone."[5]

The Wharton Business School has called the proliferation of roles in the C-Suite "Title Inflation",[6] and Herman and Giola warn about the "dangerous side effects" of "job title invention".[7]

In a 2012 publication, it was reported that "chief customer officer" (30%) and "chief client officer" (15%) were more commonly used for the role than "chief experience officer" (10%), with 45% utilizing other variations.[8]

See also

References
  1. "CEO as Chief Experience Officer -". GA Blog. Retrieved 2016-01-14.
  2. Hubert, Lis (28 October 2011). "UX, It's Time to Define CXO". UX Magazine. Retrieved 13 January 2013.
  3. Fisher, Claudia; Vallaster, Christine (2010-04-01). Connective Branding: Building Brand Equity in a Demanding World. John Wiley & Sons. pp. 147–. ISBN 9780470740873. Retrieved 17 January 2013.
  4. Larkin, Howard (11 Nov 2012). "Chief Experience Officer: Listener-in-chief". Hospitals & Health Networks. Archived from the original on 28 February 2014. Retrieved 13 January 2013.
  5. Elliott, Stuart (13 September 2006). "Wanted: Experience Officer. Some Necessary". The New York Times. Retrieved 13 January 2013.
  6. Coomber, Steve; Woods, Marc (2008-06-10). Where Do All the Paperclips Go: ...and 127 other business and career conundrums. John Wiley & Sons. pp. 99–. ISBN 9781906465001. Retrieved 17 January 2013.
  7. The Futurist. World Future Society. 2000.
  8. Manning, Harley; Bodine, Kerry (2012-08-28). Outside In: The Power of Putting Customers at the Center of Your Business. Houghton Mifflin Harcourt. pp. 186–. ISBN 9780547913988. Retrieved 17 January 2013.
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