Hail to the Chief ...
By Christina McKeon on Oct 01, 2013
By Christine Viera, VP CX Applications at Oracle
… the Chief Customer officer, that is. Even five years ago, this wasn’t a common title that I saw in companies. According to the Chief Customer Officer Council, Chief Customer Officers now exist at 46% of enterprises over $250 million. By the looks of it, the Chief Customer Officer is doing better at bridging differences than our political leaders today.
Here’s something the U.S. Congress can agree on! As a nation, we recognize the importance of delivering a great customer experience. The U.S. Congress officially recognizes today as Customer Experience (CX) Day.
Today is about the need we all have to be respected and well served. Citizens, consumers, daughters, sons, moms and dads—however we define ourselves, it’s nice to know that we matter. So when we reach out for help or with questions, we want to be listened to, understood, and served. Even better, we want to be delighted that someone has gone to the effort to know us and deliver more than we expect. That’s what CX is about. People. Understanding. Connections. Impact.
So, what better way to celebrate CX Day than to give a shout-out to customer organizations that are leading the way? I’m privileged to work with some amazing leaders who care and do something about it. Nintendo, Match.com, SiriusXM and HOSTING are personal favorites, and my fellow panelists from Oracle Open World last week. Nintendo satisfies its gamers’ need for instant gratification by providing as much support as possible via self-service. Match.com customers span multiple generations, so right channeling is important to offer the best experience to each subscriber. SiriusXM makes it as easy as possible to get answers on the go, since its customers are usually in their cars when they need support and don’t know their account numbers. HOSTING focuses on employees and customers, where every customer has a team of employees responsible for understanding the customer's business to provide the best experience.
Other great examples of leadership include Southwest Airlines, Ancestry.com, New York City 311 and Dell. Check out today’s OracleCX Twitter feed to see the shout-outs to organizations are making a difference in CX. These companies and the people who lead them listened and delivered despite the long list of challenges to driving change. Hats off today to these leaders and all of you who work to deliver on the promises!