Help us gauge the state of customer experience leadership: Complete our new survey

Annual survey into who owns CX leadership, maturity, capability development, tech procurement and more is now open for responses

CMO reaching out to Australian customer experience managers and leaders across the divide to complete our 2022 State of CX Leadership survey and help us gauge the true and changing nature of customer experience leadership.

This annual research program, now in its second year, aims to provide a benchmark in terms of CX leadership, shining a light on the evolving responsibility of this position within organisations today, as well as its unique set of professionals responsible for this critical remit. This research program is brought to you by Optimizely.

Through this survey, our aim is to explore what it means to lead customer experience operationally and culturally. We’re looking to understand maturity of customer experiences today, gauge technology and data sophistication and investment, delve into measures of success, post-Covid challenges and more. And we need your help to do it!

Please participate by completing the State of CX Leadership survey and you'll go in the running to win a $300 VISA credit voucher. All participants will also receive a courtesy whitepaper PDF of the full report and well as access to our first-ever State of CX Leadership webinar on 23 November 2022. The survey should take no more than 15 minutes to complete. All individual responses will be kept confidential and answers only used in aggregate.

Responses must be submitted by Friday 23 September 2022. To see the full terms and conditions of this survey, please click here.

As we discovered in our inaugural State of CX Leadership report last year, showed CX responsibility is very much a work in progress. Who holds responsibility for CX was an early indicator: One in four boasted marketing leadership titles, such as CMO or head of marketing, while just shy of 30 per cent a ‘customer’ job title. A further 16 per cent identified as general management, followed by ‘chief customer experience /engagement officer’ (15%) and ‘chief customer officer’ (13%

Diverse backgrounds are another aspect of CX leadership. Respondents with a ‘marketing’ background were as prevalent as those with ‘customer experience management’ or ‘service and support’.

When asked which function maintains responsibility for CX across the organisation, responses also varied. While 28 per cent identified office of the CMO, 22 per cent cited a dedicated CX function and 16 per cent the chief operating officer. More than one in 10 said CX was the responsibility of sales or the revenue function (12%).

Teams that CX leaders are overseeing is another mixed bag. Top of the list are CX strategy and development and customer insights (46% and 41% respectively), followed by service and support (34%), communications (35%) and marketing (33%).

Four in 10 respondents report to the CEO/MD, but it’s also common to find reporting lines to general management locally, regionally or globally. Overall, 65 per cent sit on the executive leadership team.

You can download the full 2021 edition of our State of CX Leadership report here.

The CMO team thanks you in advance for your important contribution to our survey and work to understand the evolving role of CX ownership and leadership.

Complete the 2022 State of CX Leadership survey here.

Nominations for the CMO50 2022 list of Australia's most innovative and effective marketing leaders are closing on 26 August 2022! Don't miss this opportunity to be recognised among the best marketers this country has to offer as well as celebrate your team's achievements get your questionnaire completed now:

Don’t miss out on the wealth of insight and content provided by CMO A/NZ and sign up to our weekly CMO Digest newsletters and information services here.  

You can also follow CMO on Twitter: @CMOAustralia, take part in the CMO conversation on LinkedIn: CMO ANZ, follow our regular updates via CMO Australia's Linkedin company page     


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