Can we reclassify CEO as Customer Experience Officer?
In a hypercompetitive business environment with fragile customer loyalties, a CEO's energies are increasingly getting diverted to the most important function/business thrive necessity>> Customer Delight. If he can channelise processes, people & strategies to meet this one goal, everything else will automatically be aligned to better profitability, social acceptability and long term sustainability. Irrespective of his/her background, a CEO is today focused on consistently scaling up Customer Experience outcomes. across different touchpoints with proactive innovations and bench-marked best practices.
I disagree. For a few reasons:
- Introduces confusion among customers (which kind of "CEO" does this vendor have?)
- Too many traditional CEOs have no understanding of CX; they would make poor CX leaders
- Playing with the role and responsibilities (or even just the traditional title) weakens that role -- a role which CX doesn't mitigate or replace
I struggle to think through any outcome where this idea goes as well in real life as it should on paper.