Traditional organizational structure places customer experience (CX) and brand operating in separate silos. CX often falls under operations and brand is almost always seen as a marketing function. In most cases, this means branding and marketing get all the glory…and the budget that goes with it.
CX practitioners often work on a shoestring budget and operate with much smaller teams. They don’t always have a seat at “the table”. However, isn’t the customers’ experience with a company part of, if not everything, that a brand is?
The key to optimizing your customer experience is creating consistent strategies across departments.
CX + Branding: Why Experience Isn’t a One Department Job uncovers: