The September 2022 Aite-Novarica report CX Survey: Why Companies Must Appoint a CCXO by Reut Samra examines the role of a Chief Customer Experience Officer in driving effective CX strategies. It compares financial institutions and insurance companies in CX structure, initiatives, and tactics, showing how a CCXO improves strategy alignment, execution, and communication. The study highlights goals, obstacles, team and budget growth, and measurement methods, revealing that organizations with a CCXO achieve higher awareness, better coordination, and greater impact on customer perception and satisfaction.

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