In some cases, sure this makes sense. However we've already seen the silo situation created with a Chief Digital Officer comes in so this isn't a slam dunk.
Read this with skepticism:
https://econsultancy.com/blog/68807-does-customer-experience-need-its-own-department/
Here is a snippet from the piece:
Who should own customer experience and what does that entail?
In an ideal world, everybody should champion the customer and their experience; certainly everyone within marketing, ecommerce/digital, sales, product development, service design and leadership.
That's what happens in startups, and it's easy to do when you're a small band of merry men and women led by a charismatic founder. But how easy is it for a big multinational? How does that actually work?
Happy Reading,
J.W. Gant
In an ideal world, everybody should champion the customer and their experience; certainly everyone within marketing, ecommerce/digital, sales, product development, service design and leadership.
That's what happens in startups, and it's easy to do when you're a small band of merry men and women led by a charismatic founder. But how easy is it for a big multinational? How does that actually work?
Happy Reading,
J.W. Gant
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