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This new C-suite role is more important than ever in the AI era - here's why
Cisco's chief customer experience officer explains the challenges and opportunities of this emerging role.
While the formal role of customer experience officer has been around for a decade or more, it's still a relatively new job title, according to a study by Deloitte Digital released earlier this year. The top roles identified in the Deloitte research include proving the value of customer and employee experience to the bottom line, gaining organizational buy-in, and pushing technological boundaries with a forward-looking vision. ZDNET had the opportunity to speak with Centoni, who assumed the chief experience officer role a year ago, leading a team of 20,000 people within the organization who are directly involved with client contact.
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