Where this discipline lives in an organization is a strong indicator of how important the company sees digital in its business plan.
Where does the leadership for the digital customer experience live in your company? Is it at the executive leadership level or bundled in with the engineering department? Does it report to the customer care team, the CMO, Product? What’s the optimal place for DCX?
I can kick this off - At Comcast DCX is a major imperative for the entire leadership team and translates into the organization structure.
The leader for Digital Experience and Platforms reports directly to the President of the Consumer group. The group exists as a shared service delivering a cohesive and consistent sales and support experience across all digital channels - web, app, IVR, VA/Chatbot, messaging and on box (cable/Flex) for all consumer product offerings.
The team partners directly with a variety of technology groups to design and deliver experiences across all channels. There is also a dedicated data and analytics team as well as quality and optimization team to ensure ongoing enhancements and improvements based on feedback.
There is a separate team that focuses on the call center/employee experience - also reporting to the President of the consumer group. These two teams partner together to create joint roadmaps to solve issues across the entire customer journey.
I can kick this off - At Comcast DCX is a major imperative for the entire leadership team and translates into the organization structure.
The leader for Digital Experience and Platforms reports directly to the President of the Consumer group. The group exists as a shared service delivering a cohesive and consistent sales and support experience across all digital channels - web, app, IVR, VA/Chatbot, messaging and on box (cable/Flex) for all consumer product offerings.
The team partners directly with a variety of technology groups to design and deliver experiences across all channels. There is also a dedicated data and analytics team as well as quality and optimization team to ensure ongoing enhancements and improvements based on feedback.
There is a separate team that focuses on the call center/employee experience - also reporting to the President of the consumer group. These two teams partner together to create joint roadmaps to solve issues across the entire customer journey.