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ZDNET's key takeaways
Customer experience officer is still a relatively new role.
A majority of experience officers are fresh to their position.
Officers spend time with customers and analyzing key metrics.
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I've long felt that "customer experience officer" should be everyone's role, regardless of job title. However, this C-suite position is becoming common, and perhaps necessary, if customer experience is to be measured and boosted to the highest levels possible. These days, technical knowledge of digital and AI systems, combined with an ability to deliver customer satisfaction, is a crucial combination.
Also: 5 ways to be a great AI agent manager, according to business leaders
While the formal role of customer experience officer has been around for a decade or more, it's still a relatively new job title, according to a study by Deloitte Digital released earlier this year. A majority (51%) of experience officers noted they were pioneers and the first in their organization to serve in such a position, "underscoring how new the role is."
So what is a customer experience officer, and is this a role to which anyone can aspire?
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