Where Should Customer Experience Fit On The Org Chart?

Where should "customer experience (CX)" fit on the org chart?
Many businesses struggle with this question when launching a CX improvement effort. Should it fall under the head of Marketing? The head of Operations? The head of Service? Or someone else entirely?
During his appearance on the Customer First Thinking podcast, Jon Picoult shared his perspective on this oft-debated topic, and landed on an answer that may surprise you: This is less about an organization's structure and more about the people in it.
Listen to the full interview at www.customerfi....
Learn more about Jon's book, FROM IMPRESSED TO OBSESSED, at www.impressed2....
Learn more about Jon and his keynote speaking services at www.jonpicoult....
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Jon Picoult helps companies impress their customers and inspire their employees, creating “raving fans” that drive business growth. He is the founder of Watermark Consulting and a noted authority on customer and employee experience.
A sought-after business advisor and public speaker, Jon has worked with some of the world’s foremost brands, helping organizations capitalize on the power of loyalty - both in the marketplace and in the workplace.
Jon’s insights have been featured by dozens of media outlets, including The Wall Street Journal, The New York Times, Harvard Business Review, and Fortune.
Jon is also the author of the Amazon bestseller “FROM IMPRESSED TO OBSESSED: 12 Principles for Turning Customers and Employees into Lifelong Fans,” which was featured in The Wall Street Journal as a top reading pick.
Jon received his bachelor’s degree in cognitive science from Princeton University and his M.B.A. in general management from Duke University.
Follow Jon on X or Instagram @JonPicoult.