Gartner Research

Hire a Leader to Help You Compete on Customer Experience

Published: 21 January 2015

ID: G00271847

Analyst(s): Richard Fouts


CMOs overwhelmingly support investments in customer experience as a way to compete. But they also realize this won't happen without a locus of responsibility in the form of a dedicated customer experience leader. Use this research to craft your own role description for this key position.

Table Of Contents


  • Why Now?
  • Leadership Is Needed to Reverse Inside-Out Customer Experiences
  • Leadership Is Also Required to Deliver a Frictionless Experience
  • Making the Business Case
  • Role Description
    • Responsibilities
    • Skills
    • Background
    • Job Titles
  • Measuring Performance
  • What to Do Next

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