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Does your organization need a Chief Experience Officer?

Take-aways from this Harvard Business Review story:


  • 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. Companies should consider integrating the two disciplines and installing a Chief Experience Officer to lead the combined effort across the entire organization.
  • The customer is only one half of the experience equation. The employee experience is similarly important, and it can often go overlooked.
  • Companies that focus on CX without attending to EX could struggle with labor costs due to high employee turnover and a lack of creative thinking.
  • What a lot of companies miss is that a great employee experience leads to a great customer experience.