The Indigo crisis refuses to abate and is assuming monstrous proportions in terms of one particular nomenclature i.e. Experience. Everyone, who’s even remotely associated with the fiasco, has emerged from the mess with some kind of experience to remember.
This begs the question. Are corporates in India ready for the real CXO?
We have often flippantly used the term CXO to signify a broader category at play. However, it is high time to give this acronym its place under the spotlight. The time is ripe for ensuring that we recognise the true worth of the CXO as the venerable Chief Experience Officer.
In simple terms, the CXO is primarily responsible for overseeing an organization’s customer experience strategy by fostering brand and customer loyalty thereby ensuring a customer centric approach to business operations.
Normally, the CXO reports into the CEO/COO/CMO. However, it is of growing relevance that the CXO is made responsible directly to the Board of Directors. In all brutal honesty, it is pointless for the CXO to report to those individuals whose actions will determine the depth of the task awaiting the CXO’s attention.
Indigo’s Elbers could have done well with a CXO making him acutely aware of the experiential chaos that would’ve inevitably ensued by rigidly adhering to the now much publicized business strategies. In the end, the catastrophic capitulation in terms of widespread and varied “experiences” will forever be documented in digital history as a potent reminder of the age old adage of “look before you leap”.
The Executive Search business needs to make its clientele at large aware of the pressing need to make sure that the real CXOs aren’t overlooked anymore.
Are you ready to step forward and experience it for yourself?