Marketing
February 13, 2020
Creation of chief experience officers and chief customer officers has blurred lines of authority and responsibility with departments, particularly marketing. Image credit: Gartner
By Dianna Dilworth
As customer experience becomes a key determinant for a shopper to engage with a brand, marketers are under pressure to treat CX as a serious discipline under leadership of a single individual.
{"ct":"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","iv":"810622fae3e5608cedc45e220a7c4fd9","s":"cbd616294de0d216"}
Share your thoughts. Click here