When it comes to customer experience, just over a third of respondents (34%) to one survey said the CEO is in charge, while 12% said the customer service department, whereas another 12% said the marketing department.

But asking “who owns CX?” isn’t a particularly useful question. It implies that absolute control over the creation and implementation of CX strategies sits in one place. In all likelihood, if you’re asking this question, there’s a disjointed approach at your company.

A better question is: “Who should take the lead on customer experience?” This places emphasis on spearheading a collective effort instead.

What is the customer experience?