Customer Experience 3.0

CHAPTER 10

Leading the Charge to the Next Level

Recently, I led a seminar for CE and service strategy executives and asked the participants about their greatest challenges. To my surprise, a strong minority said the survival of the CE function was their chief concern. Most facing a challenge to the existence of their operations said the CE had been made responsible for everything related to the customer. CE executives who were struggling said they had difficulty demonstrating the economic impact of their activities and had alienated other important executives too.

However, many CE leaders do flourish and get promoted to very senior positions. This chapter will:

•   Explain the roles of successful CE leaders, summarizing their most important functions. ...