The rise of ExperienCEO

THERE’S A PROBLEM WITH THE CEO’S JOB TITLE

The 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
Economy
Economic Function
Nature of Offering
Key Attribute
Method of Supply
Seller
Buyer
Factors of Demand

Commodities
Agrarian
Extract
Fungible
Natural
Stored in Bulk
Trader
Market
Characterstics

Goods
Industrial
Make
Tangible
Standardized
Inventory
Manufacturer
User
Features

Services
Deliver
Intangible
Customized
Delivered on demand
Provider
Client
Benefits

Experiences
Experience
Stage
Memorable
Personal
Revealed in a duration
Stager
Guest
Sensations

Source: Experience Economy Book

EMPLOYEE EXPERIENCE MATTERS FOR CX

Employee 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.

Impact of employee engagement on customer experience (versus other factors)

Base: All respondents, n=209
Q. How would you rate the impact of employee engagement on customer experience? Scale of 1 to 5
Source: Gartner

Enhancing Employee Engagement will improve the Customer Experience

"In cardiac care units where nurses' moods were depressed, patient death rates were four times higher than in comparable units."

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.

EVERY CEO NEEDS TO DEAL WITH MULTI-EXPERIENCES

At Virtuos, CEO’s designation has been renamed to “ExperienCEO™”, a word Virtuos has coined for the first time. ExperienCEO™ has the ownership of three Experiences namely Customer Experience (CX), Employee Experience (EX), and Everything Experience (XX).

VIRTUOS VISION: RID THE WORLD OF BAD EXPERIENCES

By creating modern People Experience Management (XM), Virtuos plans to hold Employees directly responsible for Customer Experience. In this journey, Virtuos is also creating enterprise Virtuosoship™, All Agile™, and Invincible360™ Frameworks.

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