Chief Experience Officer Exchange Chicago 2018


As CX develops, we begin to see the responsibilities shifting between the CMO, CCO and CXO. The CXO Exchange is tailored to diving deeper into understanding customer touch points, the innovation required to break down silos and reinvent pain points and how to leverage design as an organizational-wide tool. Moreover, how do all experiences created by an organization, from analog to digital and from marketing touch points to customer service touch points, speak with one, holistic service experience. Another aspect more unique to the CXO role is employee engagement. With the consumer’s voice being louder than ever it is the Chief Experience Officer that lives and dies for the customer, the employee, and the market. The CXO needs to recognize that the lifetime value of a customer starts even before they know they are looking for something. Keeping the overall focus on usability, customer service, advertising, product and service features, and integrating feedback in real-time comes with advanced attention to detail and an array of services and analysis that differentiates the CXO in the C-suite.

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