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Hiring kit: Chief Experience Officer

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  • Provided by TechRepublic Premium
  • Published July 11, 2019
  • Topic TechRepublic Premium
  • Format PDF

Successful Chief Experience Officers combine superlative communications skills with an intimate knowledge of customer expectations, company operations, and industry standards. This hiring kit provides a workable framework you can use to find, recruit, and ultimately hire the best candidate for CXO of your organization.

This kit contains a job description, sample interview questions, and a basic want ad to help you find, interview, recruit, and hire the best candidate for a Chief Experience Officer position.

INTRODUCTION

Customer experience, interaction, and satisfaction are important factors for all businesses, but for some enterprises overall customer experience and satisfaction are the primary factors which determine an organization’s ultimate success. A poor customer experience, occurring for any reason, no matter how small or seemingly insignificant, could cost a company millions, perhaps billions, in lost revenue and irreparably damage an established well-crafted brand.

Preventing the possibility of this catastrophic scenario is why many businesses have embraced the concept of the Chief Experience Officer (CXO). This position, reporting to the highest level of management in the organization, is responsible for developing, nurturing, and safeguarding the best overall customer experience that a company, product, service, or brand can offer.

The CXO accomplishes this difficult task by interacting directly with customers in a language they can appreciate and understand. Then, acting as a liaison with the rest of the company, the CXO then uses the information gleaned from those interactions to fashion effective strategies for continuous improvement, enhancement, and development of the best, and most lucrative, overall customer experience.

Successful chief experience officers combine superlative communications skills with an intimate knowledge of customer expectations, company operations, and industry standards. The CXO must be able to see and understand customer experience and expectations from the all perspectives: The customer’s as well as the strategic view of the company, brand, product, or service. Therefore, the CXO position requires superior technical and management skills coupled with enough experience to apply those skills effectively at all levels of the organization.

Finding and recruiting worthwhile candidates for open CXO positions will likely require the substantial time and resources of a committee of executives, and potentially company board members. This Hiring kit: Chief experience officer, from TechRepublic Premium, provides a workable framework you can use to find, recruit, and ultimately hire the best candidate for CXO of your organization.

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