CEOs Take Charge of CX: CMO Report

Customer experience is shifting from a departmental to organization-wide focus, according to this very interesting CMO report for Optimizely.  CEOs now are directly in charge of CX at 28% of organizations, up from 7% the year before, while the number marketing, sales, and dedicated CX leaders in charge has dropped.   Unified data is the highest CX tech priority although CDPs rank far behind AI, campaign management and CRM on the list of planned investments.