The Marketing Minute: Marketing With Layers
The Right Approach: Electro-Tek—A Williams Family Legacy, Part 1
It’s Only Common Sense: If You’re Not Differentiated, You’re Dead
IDC Highlights Critical Emerging Role in Driving Customer-Centric Strategies Across Industries
November 13, 2024 | IDCEstimated reading time: 2 minutes
International Data Corporation (IDC) announced new insights into the expanding role of the chief experience officer (CXO) as a driving force in shaping customer experience strategies across industries. As organizations face increasing competition and evolving customer expectations, the CXO is emerging as a key player in aligning technology and operations to enhance customer loyalty and business outcomes.
The CXO is responsible for overseeing and optimizing all interactions across customer touchpoints, ensuring a seamless and cohesive experience from product development to after-sales service. As a bridge between customer-facing functions and operational processes, the CXO plays a pivotal role in fostering a customer-centric culture that drives satisfaction, retention, and long-term growth.
“The CXO is a key player in shaping the customer experience strategy within the leadership team and breaking down data silos across the organization,” says Ornella Urso, head of retail insights for IDC Europe. “Their responsibilities and business objectives extend beyond enhancing customer experience to include improving employee experience, although the specific priorities and language may be very different across industries."
IDC research identifies several challenges faced by organizations in their customer experience initiatives, including poor data quality, disconnected touchpoints, and misalignment between front- and back-end operations. Key findings include:
- 56% of CXOs are prioritizing investments in customer data platforms (CDPs) to create a unified, 360-degree view of the customer.
- 53% of organizations are investing in engagement analytics, including web and speech analytics, to enhance real-time customer interactions.
- 35% of CX executives agree that the acceleration of capabilities such as generative AI will significantly impact future customer experience strategies.
These findings are part of IDC’s recently published eBook, Decoding the CXO, which provides in-depth analysis on how the role of the CXO is evolving alongside rapid digital transformation. The eBook explores how CXOs are tackling sector-specific challenges, including the need for advanced data management, AI-powered tools, and seamless integration of omnichannel experiences. As customer expectations continue to rise, the CXO must not only enhance external customer interactions but also foster an interconnected approach with employee experience (EX) to ensure operational alignment and organizational resilience.
By 2026, IDC forecasts that 40% of Global 2000 companies will incorporate EX initiatives into their core CX strategies. This shift underscores the growing realization that successful customer experiences are directly linked to an engaged and satisfied workforce. CXOs will need to manage this dual focus to drive both customer loyalty and internal performance, ensuring that organizations can remain competitive in the fast-changing digital landscape.
Share on:
Testimonial
"Your magazines are a great platform for people to exchange knowledge. Thank you for the work that you do."
Simon Khesin - Schmoll MaschinenSuggested Items
Technica USA Named Exclusive U.S. Distributor for DCT Cleaning Products
10/14/2025 | Technica USATechnica USA is pleased to announce a strategic partnership with DCT USA, LLC, becoming the exclusive master distributor of DCT cleaning products in the United States, effective November 1, 2025.
It’s Only Common Sense: If You’re Not Differentiated, You’re Dead
10/13/2025 | Dan Beaulieu -- Column: It's Only Common Sense“Good enough” is not good enough in business. Not anymore. “Good enough” is a death sentence in today’s market. Too many companies hide behind their ISO certificates, ITAR registrations, and shiny badges of compliance as if those are supposed to impress customers, but certifications are table stakes. Everyone has them. If you think that’s your differentiator, you’re already in the grave; you just don’t know it.
Catching Up With Mark Wood, Microart Services
10/08/2025 | Dan Beaulieu, D.B. Management GroupMicroart Services has been in business for over 40 years, growing from a design PCB layout company to a full-service EMS company focused on serving its customer base with standard and custom solutions. I’ve heard from my rep friends, their competitors, and even my Canadian PCB friends that Microart is “one of the best EMS companies in North America.” That’s why I decided to speak with CEO Mark Wood to discover the secret to his company's success.
Standard of Excellence: Overcoming Service Failures—The Art of the Apology
10/08/2025 | Anaya Vardya -- Column: Standard of ExcellenceNo matter how refined the processes, how seasoned the team, or how sophisticated the technology, mistakes happen in business. A shipment goes out late. A part doesn’t meet spec. A miscommunication causes frustration. It’s the part of customer service that no one likes to talk about, but every company must master how to respond when things go wrong.
It’s Only Common Sense: Stop Whining About the Market—Outwork It
10/06/2025 | Dan Beaulieu -- Column: It's Only Common SenseWhenever the market hiccups or the industry cycle dips, I hear the same tired chorus: “The market is down. Customers aren’t buying. What can we do? We just have to wait it out.” Nonsense. If you think that by showing up, opening your doors, and waiting for the economy to smile kindly upon you, that success will follow, you are in the wrong business. Worse yet, you’re living in the wrong mindset. Most people don’t want to hear the truth that winners find business in down cycles. Losers blame the economy.