Can the CXO be the CEO of the Future?
The CEO needs to be a CX Champion: CX success depends on alignment across all the business, and there is no one better to create this than the CEO. But it seems this isn’t working, so do most CEO’s not “get” CX enough to help?
CXOs don’t become CEOs: Mark looks into the research to find how many CXOs go on to become CEOs - is would appear to be zero…. 85% of CEOs come from sales, finance or operations roles.
Two-way Street: If the CXO became to CEO we’d hope that this would help create the cross-business drivers to make CX successful. But CXOs need to change now in order to get into the right position for this promotion - they need to get closer to the business, be driven by business success metrics not just CX metrics.
Opportunity: Final note that the research shows that top performing CEOs often come from other areas of the business. Time for CXOs to step forward and lead!
