The CXO’s playbook

Podcast - CX
4th October 2023

Welcome to Strategy for Breakfast! The podcast about real business challenges based on real business conversations. In this episode, we take a look at one of the newest members of the C-Suite, the Chief Experience Officer (or CXO), and what that role really entails. Discover why the first 10 seconds of a customer’s journey are the most important, as well as toeing the fine line between knowing the customer and being downright creepy.

Join us as we learn from Todd Unger, the CXO for the American Medical Association, who has literally written the CXO’s playbook. Let us know what you think of this episode at podcast@gdsgroup.com

Discussion points

  • How do you define the CXO role, and how did it make its way into the C-Suite?
  • What happens in the first 10 seconds of the customer journey that makes it so important?
  • Have consumers peaked in terms of their experience expectations?

Get in touch

Resources mentioned in this episode

 

Stay in the loop


Back to insights

Related content

CX
Article

The future of CX: Highlights from the GDS Customer Experience European Summit

Discover the main takeaways from GDS CX european summit that will shape the future of customer experience (CX).
Stephanie Garey
Find out more
CX
Article

Prioritizing AI simulation training for great customer experiences

Creating a positive customer experience by combatting AI related challenges
Rebecca Solomon
Find out more
CX
Article

Unveiling the transformative power of CX, technology, and data-driven strategies

Delve into insights from the GDS CX Innovation Digital Summit to uncover how to reshape the future of customer experience.
Elysia Sibley
Find out more
CX
Article

Unleashing the power of customer engagement for future growth

Delve into the key takeaways that have emerged from our recent Next Generation Europe Digital Summit.
Tim Cassidy
Find out more
CX
Article

The Retail industry unravelled: What we learned from the GDS Retail EU Summit

Delve into the key takeaways that have emerged from our recent Retail Europe Digital Summit.
Stephanie Garey
Find out more
CX
Article

Transforming digital finance: The power of customer identity

Discover the factors that drive customers away from digital banking, and how can financial institutions ensure a seamless CX?
Sarah Tijou
Find out more
CX
Article

Who is the customer of the future?

Discover tomorrow’s trends in CX and marketing with learnings from the recent GDS CX Innovation summit.
Julia Belle
Find out more
CX
Article

When Worlds Collide:How America’s Top Retailers are Integrating Digital and Physical Experiences

Discover why phygital – otherwise known as the intersection of physical and digital - is crucial to the future of retail.
Jade Gamlin
Find out more
CX
Article

X marks the spot: Putting the ‘X’ in CXO

Todd Unger of the American Medical Association shares insights on the intersection of market, product, commerce, and service.
Colin Cosell
Find out more

Related events