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Becoming a CXO

The payoff for being the executive champion may come in the form of a promotion to the role of CXO. This is a new role that is just being discussed by forward-thinking companies. It is unique in that a CXO can move with authority throughout all divisions of the organization in the quest for an optimal customer experience. The CXO can go to each line of business and drive it to follow standards and push for consistency between print media, Web, and store layouts. The CXO is responsible for the customer experience and has authority to make the changes needed. In addition, the CXO manages the central usability team and perhaps other teams, like graphics, that are needed to reach the goal of presenting a coherent face to the customer.

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