THE RISE OF EXPERIENCEO
When CX and EX are in symphony, the traditional CEOs need to look beyond “Chief Executive” to “Chief Experience”.
THERE’S A PROBLEM WITH THE CEO’S JOB TITLEThe title Chief Executive Officer (CEO) has been in use for a few decades to a century, and in today’s context, it is something of a misnomer. If a CEO is about executing, controlling, overseeing the “business” through his executive force (C-Suite like CFO, COO, CMO, CCO, or CHRO), the role in today’s exonomy is nearly redundant.
ExperienCEO born out of Exonomy
- Economic Offering
- Economic Function
- Nature of Offering
- Key Attribute
- Method of Supply
- Factors of Demand
- Stored in Bulk
- Delivered on demand
- Revealed in a duration
EMPLOYEE EXPERIENCE MATTERS FOR CXEmployee Experience (EX) is completely different from Employee Well-being. CX and EX are inextricably linked together and both highly interdependent for the organization’s success.
Employee experience is defined by work complexity — how hard it is to get work done in your organization — and behavioral norms around collaboration, creativity, and empowerment.
Q. How would you rate the impact of employee engagement on customer experience? Scale of 1 to 5
KPIs’ Tracked by CEOs show the Employee Experience (EX) is important for Customer Success.
As per Denise Lee Yohn, a leading authority on positioning great brands and building exceptional organizations Customer experience and employee experience are now two of the driving forces of business. Independently, each function leads to valuable relationships — with customers and employees — but when CX and EX are managed together, they create a unique, sustainable competitive advantage.