In the digital age, the concept of customer-focused has a new meaning. In comparison to non -digital times, presently, corporations have more choices to communicate and intermingle with their clients. Thus, customer experience and employee involvement or experiences are now two of the dominant driving parameters of the business. When customer experience and employee experience work together, it creates an exclusive, reliable, viable benefit for the business. Companies are merging the two functions and have introduced a new C-level position called CXOs to profit both clients and organizations.
CXO is the acronym for customer experience officer who stands high in C-suite plays a differentiating critical role in customer experience and product renewal. These days companies who aim to grow put customer experience and product renewal at the top. CXO works to curate and supports a holistic experience among different domains like the customer, business, and technology appropriate at C- level to sustain and strive with other opponents in the market. It also means among all other CMOS, and this executive role is accountable for the complete experience of an organization’s product and services.
CXOs hold the charge of leading and strategizing the customer experience firm-wide by acting as the bridge between customer and employee. CXOs communicate with both employees and customers to increase understanding. Not only just the customer, CXOs increase the understanding of employees among top management officers sitting at C-level. CXOs unleashes both customer and employee experience to bring in holistic experience design to the boardroom to integrate it with product and brand. Hence companies can invest more in product and service innovations for customer satisfaction. User experience is vital because it accomplishes customer prerequisites. It ultimately aims to offer positive involvement that keeps the customer’s trust in the product and brand. Moreover, an eloquent customer experience permits you to define the customer journey on your product that is most conducive for any successful business. CXO gauges the impact of customer satisfaction on employees and vice versa, which helps determine the organization’s key performance index.
The profile of CXOs is often creative. This creative and innovative skill is utilized in concept development and review of creative ideas and thoughts. To sustain and live in a competitive environment, indispensable ideas bring new insights to customers’ tables. Otherwise, the effects would be adverse, and the organization will not be able to cope in the perishable, harsh atmosphere of the business. Henceforth CXO always attempts to curb the undesirable situation arising because of a lack of creativity.
The CXOs play a critical position in protecting and positioning the products made out of the innovations to fulfill customer experience. The design, prototypes, images, and tools innovated keep in mind capturing the potential customers in the market. Hence these prototypes are the intellectual property of the organizations and need to be protected from the illegal access and usage and sustain the position of the organization business in the competitive market. Nevertheless, the flexibility in communication with clients also brings in the challenge of changing customer requirements, which affects the company’s various horizons. CXOs preserve the balance to remain customer-oriented while maintaining the individuality of the company or brand. CXOs optimize the interaction to embrace the customer and sets an organization target to win customer loyalty and life easier for both entities, i.e., employees and customers. It also helps create a long-lasting impression on the clients, which they happily talk about to their family and friends.
