When it comes to customer experience, just over a third of respondents (34%) to one survey said the CEO is in charge, while 12% said the customer service department, whereas another 12% said the marketing department.
But asking “who owns CX?” isn’t a particularly useful question. It implies that absolute control over the creation and implementation of CX strategies sits in one place. In all likelihood, if you’re asking this question, there’s a disjointed approach at your company.
A better question is: “Who should take the lead on customer experience?” This places emphasis on spearheading a collective effort instead.
What is the customer experience?
Which departments are involved in the customer experience?
Why is customer experience important?
Who really owns customer experience?
Get all your answers here: