Chief experience officer

A CXO's responsibilities include:

• Corporate leadership in UX strategy
• Software and hardware design management
• Creative reviews and concept development
• Intellectual property positioning and protection

In a piece in UX Magazine, Lis Hubert said the goal of having a CXO is "to have someone responsible for curating and maintaining a holistic user-, business-, and technology-appropriate experience" at the C-level.{{cite web|last=Hubert|first=Lis|title=UX, It's Time to Define CXO|url=http://uxmag.com/articles/ux-its-time-to-define-cxo|publisher=UX Magazine|accessdate=13 January 2013|date=28 October 2011}}{{unreliable source?|date=January 2013}} Authors Claudia Fisher and Christine Vallaster state that a CXO or chief marketing officer is a good idea when "the brand is seen as a strategic driver of the organization."{{cite book|last1=Fisher|first1=Claudia|last2=Vallaster|first2=Christine|title=Connective Branding: Building Brand Equity in a Demanding World|url=https://books.google.com/books?id=Mh-4Iq_YntEC&pg=PA147|accessdate=17 January 2013|date=2010-04-01|publisher=John Wiley & Sons|isbn=9780470740873|pages=147–}}

Howard Larkin states that in healthcare, the CXO is "responsible for making sure every aspect of a complex delivery system consistently meets basic patient and human needs" and what it calls "operationalizing the patient experience mission."{{cite web|last=Larkin|first=Howard|title=Chief Experience Officer: Listener-in-chief|url=http://www.nonprofithealthcare.org/news/newsview.asp?id=2133|publisher=Hospitals & Health Networks|date=11 Nov 2012|accessdate=13 January 2013|archive-url=https://web.archive.org/web/20140228051819/http://www.nonprofithealthcare.org/news/newsview.asp?id=2133|archive-date=28 February 2014|url-status=dead}}

In 2006 the New York Times discussed the role of the chief experience officer in the context of a number of other "unconventional" and "wacky" titles being created by Madison Avenue firms with the intent to "signal a realization by an advertiser or agency that in a rapidly changing marketing and media landscape, the time for the tried and true has come and gone".{{cite web|last=Elliott|first=Stuart|title=Wanted: Experience Officer. Some Necessary.|url=https://www.nytimes.com/2006/09/13/business/media/13adco.html|work=The New York Times|accessdate=2013-01-13|date=2006-09-13}}

Management academics of the Wharton Business School have called the proliferation of roles in the C-Suite "Title Inflation".{{cite book|last1=Coomber|first1=Steve|last2=Woods|first2=Marc|title=Where Do All the Paperclips Go: ...and 127 other business and career conundrums|url=https://books.google.com/books?id=ezRwOzXhUxkC&pg=PA99|accessdate=2013-01-17|date=2008-06-10|publisher=John Wiley & Sons|isbn=9781906465001|pages=99–}}{{cite web |url=https://knowledge.wharton.upenn.edu/podcast/knowledge-at-wharton-podcast/chief-receptionist-officer-title-inflation-hits-the-c-suite/ |title=Chief Receptionist Officer? Title Inflation Hits the C-Suite |work=Knowledge at Wharton |date=2007-05-30 |accessdate=2024-12-24 |first1=George |last1=Day |first2=Leonard |last2=Lodish |first3=Peter |last3=Cappelli |author4=Knowledge at Wharton Staff }}

Corporate futurists Herman and Giola have warned about the "dangerous side effects" of "job title invention".{{cite book|title=The Futurist|url=https://books.google.com/books?id=CwVmAAAAMAAJ|year=2000|publisher=World Future Society}}

In a 2012 publication, it was reported that "chief customer officer" (30%) and "chief client officer" (15%) were more commonly used for the role than "chief experience officer" (10%), with 45% utilizing other variations.{{cite book|last1=Manning|first1=Harley|last2=Bodine|first2=Kerry|title=Outside In: The Power of Putting Customers at the Center of Your Business|url=https://books.google.com/books?id=zBy2a9bMfXYC&pg=PA186|accessdate=2013-01-17|date=2012-08-28|publisher=Houghton Mifflin Harcourt|isbn=9780547913988|pages=186–}}

• User Experience
• Experience design
• Customer experience

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Category:Management occupations