This new C-suite role is more important than ever in the AI era - here's why

The article discusses the growing importance of the Chief Customer Experience Officer (CCXO) role in the era of Artificial Intelligence (AI). Cisco's CCXO, Javed Khan, highlights the challenges and opportunities that come with this emerging position. As AI becomes more prevalent in businesses, the CCXO's role is becoming crucial in ensuring that customers have a seamless and personalized experience. This involves bridging the gap between technology and human interaction, and ensuring that AI-powered systems are designed with the customer's needs in mind. The CCXO must also navigate the ethical considerations of AI, such as data privacy and bias in algorithms. Additionally, they must work closely with other C-suite executives to align the company's overall strategy with the customer experience. The article emphasizes that the CCXO role is no longer just about customer service, but rather a strategic position that can drive business growth and innovation. As companies continue to invest in AI, the CCXO will play an increasingly important role in shaping the customer experience and ensuring that it remains a competitive advantage.