Social: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]
Management academics of the Wharton Business School have called the proliferation of roles in the C-Suite "Title Inflation".[6][7]
Corporate futurists Herman and Giola have warned about the "dangerous side effects" of "job title invention".[8]
STLX, the 3,000 member Meetup group created for User Experience and Service Design professionals, holds an annual conference. In 2014 speaker Chris Feix, in his talk titled "Why UX #Fails", argued any software company that doesn't demonstrate a C-Level investment in UX is doomed to fail. [9]
Related positions
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.[10]
See also
References
- ↑ "CEO as Chief Experience Officer -" (in en-US). http://blog.generalassemb.ly/ceo-chief-experience-officer/.
- ↑ Hubert, Lis (28 October 2011). "UX, It's Time to Define CXO". UX Magazine. http://uxmag.com/articles/ux-its-time-to-define-cxo. Retrieved 13 January 2013.
- ↑ Fisher, Claudia; Vallaster, Christine (2010-04-01). Connective Branding: Building Brand Equity in a Demanding World. John Wiley & Sons. pp. 147–. ISBN 9780470740873. https://books.google.com/books?id=Mh-4Iq_YntEC&pg=PA147. Retrieved 17 January 2013.
- ↑ Larkin, Howard (11 Nov 2012). "Chief Experience Officer: Listener-in-chief". Hospitals & Health Networks. http://www.nonprofithealthcare.org/news/newsview.asp?id=2133. Retrieved 13 January 2013.
- ↑ Elliott, Stuart (2006-09-13). "Wanted: Experience Officer. Some Necessary.". The New York Times. https://www.nytimes.com/2006/09/13/business/media/13adco.html. Retrieved 2013-01-13.
- ↑ 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. https://books.google.com/books?id=ezRwOzXhUxkC&pg=PA99. Retrieved 2013-01-17.
- ↑ Day, George; Lodish, Leonard; Cappelli, Peter (2007-05-30). "Chief Receptionist Officer? Title Inflation Hits the C-Suite". Knowledge at Wharton. https://knowledge.wharton.upenn.edu/podcast/knowledge-at-wharton-podcast/chief-receptionist-officer-title-inflation-hits-the-c-suite/. Retrieved 2024-12-24.
- ↑ The Futurist. World Future Society. 2000. https://books.google.com/books?id=CwVmAAAAMAAJ.
- ↑ "Why UX #FAILS (with notes)" (in en). https://www.slideshare.net/slideshow/why-ux-fails-with-notes/33860196.
- ↑ 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. https://books.google.com/books?id=zBy2a9bMfXYC&pg=PA186. Retrieved 2013-01-17.
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