[[{"@context":"http:\/\/schema.org","@type":"BlogPosting","publisher":{"@type":"Organization","numberOfEmployees":"https:\/\/www.the-future-of-commerce.com\/#QuantitativeValue","logo":{"@type":"ImageObject","url":"https:\/\/www.the-future-of-commerce.com\/wp-content\/themes\/hybris_foc\/assets\/images\/layout\/logo-foc-2x.svg","height":"96","width":"293","@id":"https:\/\/www.the-future-of-commerce.com\/wp-content\/themes\/hybris_foc\/assets\/images\/layout\/logo-foc-2x.svg"},"address":{"@type":"PostalAddress","name":"The Future of Commerce","addressCountry":"https:\/\/www.the-future-of-commerce.com\/#Country","addressLocality":"Newtown Square","addressRegion":"PA","postalCode":"19073","streetAddress":"3999 West Chester Pike","@id":"https:\/\/www.the-future-of-commerce.com\/#PostalAddress"},"url":"https:\/\/www.the-future-of-commerce.com\/","alternateName":"The Future of Commerce and Customer Engagement","additionalType":"news media","name":"The Future of Commerce","description":"News, information, and analysis on the future of commerce, including e-commerce, customer engagement, B2B, B2C, DTC, supply chain, sustainability, and purpose.","sameAs":["https:\/\/www.linkedin.com\/groups\/4844282","https:\/\/podcasts.apple.com\/us\/podcast\/a-call-for-a-better-experience\/id1479742201","https:\/\/twitter.com\/FutureOfCEC","https:\/\/www.the-future-of-commerce.com\/feed\/"],"contactPoint":"https:\/\/www.the-future-of-commerce.com\/#ContactPoint","legalName":"The Future of Commerce","parentOrganization":"https:\/\/www.sap.com\/index.html#Organization","@id":"https:\/\/www.the-future-of-commerce.com\/"},"author":{"@type":"Person","image":{"@type":"ImageObject","url":"https:\/\/secure.gravatar.com\/avatar\/222c67dc3671689373819eb315e4f4b6?s=96&d=mm&r=g","height":96,"width":96,"@id":"https:\/\/secure.gravatar.com\/avatar\/222c67dc3671689373819eb315e4f4b6?s=96&d=mm&r=g"},"url":"https:\/\/www.the-future-of-commerce.com\/contributor\/sharon-goldman\/","name":"Sharon Goldman","@id":"https:\/\/www.the-future-of-commerce.com\/contributor\/sharon-goldman\/#Person"},"about":[{"@type":"Thing","name":"Chief experience officer","@id":"https:\/\/en.wikipedia.org\/wiki\/Chief_experience_officer#Thing"},"https:\/\/www.the-future-of-commerce.com\/2019\/11\/07\/what-is-a-cxo-vs-cmo\/#About",{"@type":"Thing","name":"Chief marketing officer","@id":"https:\/\/en.wikipedia.org\/wiki\/Chief_marketing_officer#Thing"},{"@type":"Thing","name":"chief marketing officer (Q1072339)","@id":"https:\/\/www.wikidata.org\/wiki\/Q1072339#Thing"},{"@type":"Thing","name":"chief experience officer (Q5096738)","@id":"https:\/\/www.wikidata.org\/wiki\/Q5096738#Thing"}],"name":"What is a CXO? What is a CMO? How do they differ?","headline":"What is a CXO? What is a CMO? How do they differ?","dateModified":"2024-03-15","datePublished":"2019-11-07","url":"https:\/\/www.the-future-of-commerce.com\/2019\/11\/07\/what-is-a-cxo-vs-cmo\/","description":"A CXO is the Chief Experience Officer, an executive responsible for best practices in UX, design, and customer experience to drive market share.","image":{"@type":"ImageObject","url":"https:\/\/www.the-future-of-commerce.com\/wp-content\/uploads\/2019\/08\/Sharon-Goldman-150x150.jpg","height":"150","width":"150","@id":"https:\/\/www.the-future-of-commerce.com\/wp-content\/uploads\/2019\/08\/Sharon-Goldman-150x150.jpg"},"subjectOf":{"@type":"FAQPage","url":"https:\/\/www.the-future-of-commerce.com\/2019\/11\/07\/what-is-a-cxo-vs-cmo\/","name":"What is a CXO? What is a CMO? How do they differ?","about":[{"@id":"https:\/\/en.wikipedia.org\/wiki\/Chief_experience_officer#Thing"},{"@id":"https:\/\/en.wikipedia.org\/wiki\/Chief_marketing_officer#Thing"},{"@id":"https:\/\/www.wikidata.org\/wiki\/Q1072339#Thing"},{"@id":"https:\/\/www.wikidata.org\/wiki\/Q5096738#Thing"},"https:\/\/www.the-future-of-commerce.com\/2019\/11\/07\/what-is-a-cxo-vs-cmo\/#About"],"mainEntity":[{"@type":"Question","name":"What is a CXO?","acceptedAnswer":{"@type":"Answer","text":"A chief experience officer (CXO) is a senior executive role responsible for overseeing and optimizing a company\u2019s overall experience and interactions with its customers. The CXO\u2019s main focus is to ensure a consistent, positive and seamless experience across all touchpoints and interactions a customer has with the company and its products or services. A CXO oversees an organization\u2019s customer experience strategy, and typically reports to the chief executive officer (CEO), chief operating officer (COO), or chief marketing officer (CMO).","name":"What is a CXO?","@id":"https:\/\/www.the-future-of-commerce.com\/2019\/11\/07\/what-is-a-cxo-vs-cmo\/#Answer1"},"@id":"https:\/\/www.the-future-of-commerce.com\/2019\/11\/07\/what-is-a-cxo-vs-cmo\/#Question1"},{"@type":"Question","name":"What do chief experience officers do?","acceptedAnswer":{"@type":"Answer","text":"

A CXO's responsibilities are wide-ranging; they can include:<\/p>

  1. Customer experience strategy:<\/strong> developing and implementing a customer-first focus throughout an organization to enhance customer satisfaction, loyalty, and advocacy across all channels and touchpoints.<\/li>
  2. Voice of the customer:<\/strong> listening to customers and understanding their needs - essentially gathering and analyzing customer feedback, insights, and data to identify pain points, opportunities for improvement, and emerging needs.<\/li>
  3. Customer experience design:<\/strong> collaborating closely with product, marketing, and other teams to design and improve the end-to-end customer experience, from initial brand awareness to post-purchase support.<\/li>
  4. Employee engagement:<\/strong> ensuring that employees are trained, empowered, and motivated to deliver outstanding customer experiences.<\/li>
  5. Cross-functional collaboration:<\/strong> managing teams focused on improving UX, and aligning efforts across various departments (e.g., sales, marketing, operations, customer service) to deliver a cohesive and exceptional customer experience.<\/li>
  6. Setting and improving customer experience KPIs:<\/strong> defining and tracking key customer experience metrics, such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES), to measure and improve performance.<\/li> <\/ol>","name":"What do chief experience officers do?","@id":"https:\/\/www.the-future-of-commerce.com\/2019\/11\/07\/what-is-a-cxo-vs-cmo\/#Answer2"},"@id":"https:\/\/www.the-future-of-commerce.com\/2019\/11\/07\/what-is-a-cxo-vs-cmo\/#Question2"},{"@type":"Question","acceptedAnswer":{"@type":"Answer","name":"What does CMO mean?","text":"CMO stands for chief marketing officer; this is a C-suite executive responsible for overseeing all marketing activities within an organization. The chief marketing officer (CMO) typically reports to the chief executive officer (CEO).","@id":"https:\/\/www.the-future-of-commerce.com\/2019\/11\/07\/what-is-a-cxo-vs-cmo\/#Answer3"},"name":"What does CMO mean?","@id":"https:\/\/www.the-future-of-commerce.com\/2019\/11\/07\/what-is-a-cxo-vs-cmo\/#Question3"},{"@type":"Question","name":"What do chief marketing officers do?","acceptedAnswer":{"@type":"Answer","text":"

    The CMO's primary responsibility is to generate revenue by increasing sales through:<\/p>

    1. Brand management:<\/strong> overseeing brand strategy, advertising, social media, and other promotional activities to build and maintain a strong brand identity.<\/li>
    2. Marketing communications:<\/strong> developing and implementing marketing strategies and campaigns to promote products\/services and increase brand awareness.<\/li>
    3. Market research:<\/strong> conducting market research to identify consumer trends, preferences, and opportunities for growth.<\/li>
    4. Product marketing:<\/strong> collaborating with product management teams to align marketing efforts with overall business objectives, which includes positioning and promoting products effectively.<\/li>
    5. Distribution channel management:<\/strong> overseeing and optimizing the various channels to reach and acquire customers.<\/li>
    6. Pricing:<\/strong> analyzing data and market factors to make strategic pricing decisions that drive revenue.<\/li>
    7. Customer service:<\/strong> ensuring consistent and excellent service experiences that reinforce the brand and drive customer retention and loyalty, which ultimately impacts sales and revenue.<\/li> <\/ol>","name":"What do chief marketing officers do?","@id":"https:\/\/www.the-future-of-commerce.com\/2019\/11\/07\/what-is-a-cxo-vs-cmo\/#Answer4"},"@id":"https:\/\/www.the-future-of-commerce.com\/2019\/11\/07\/what-is-a-cxo-vs-cmo\/#Question4"}],"@id":"https:\/\/www.the-future-of-commerce.com\/2019\/11\/07\/what-is-a-cxo-vs-cmo\/#FAQPage"},"mainEntityOfPage":{"@id":"https:\/\/www.the-future-of-commerce.com\/2019\/11\/07\/what-is-a-cxo-vs-cmo\/"},"@id":"https:\/\/www.the-future-of-commerce.com\/2019\/11\/07\/what-is-a-cxo-vs-cmo\/"},{"@context":"http:\/\/schema.org","@type":"SpeakableSpecification","name":"What is a CXO?","xpath":"\/\/span[@id=\"what-is-a-cxo\"]","@id":"https:\/\/www.the-future-of-commerce.com\/2019\/11\/07\/what-is-a-cxo-vs-cmo\/#SpeakableSpecification"},{"@context":"http:\/\/schema.org","@type":"SpeakableSpecification","name":"What does CMO mean?","xpath":"\/\/span[@id=\"what-does-cmo-mean\"]","@id":"https:\/\/www.the-future-of-commerce.com\/2019\/11\/07\/what-is-a-cxo-vs-cmo\/#SpeakableSpecification1"},{"@context":"http:\/\/schema.org","@type":"WebPage","about":[{"@id":"https:\/\/en.wikipedia.org\/wiki\/Chief_experience_officer#Thing"},{"@id":"https:\/\/en.wikipedia.org\/wiki\/Chief_marketing_officer#Thing"},{"@id":"https:\/\/www.wikidata.org\/wiki\/Q1072339#Thing"},{"@id":"https:\/\/www.wikidata.org\/wiki\/Q5096738#Thing"},"https:\/\/www.the-future-of-commerce.com\/2019\/11\/07\/what-is-a-cxo-vs-cmo\/#About"],"speakable":[{"@id":"https:\/\/www.the-future-of-commerce.com\/2019\/11\/07\/what-is-a-cxo-vs-cmo\/#SpeakableSpecification"},{"@id":"https:\/\/www.the-future-of-commerce.com\/2019\/11\/07\/what-is-a-cxo-vs-cmo\/#SpeakableSpecification1"}],"headline":"What is customer service: Definition, types, benefits, stats","name":"What is CXO, how it differs from a CMO","url":"https:\/\/www.the-future-of-commerce.com\/2019\/11\/07\/what-is-a-cxo-vs-cmo\/#WebPage","@id":"https:\/\/www.the-future-of-commerce.com\/2019\/11\/07\/what-is-a-cxo-vs-cmo\/#WebPage"}],{"@context":"https:\/\/schema.org\/","@type":"BreadcrumbList","itemListElement":[{"@type":"ListItem","position":1,"name":"2019","item":"https:\/\/www.the-future-of-commerce.com\/2019\/#breadcrumbitem"},{"@type":"ListItem","position":2,"name":"11","item":"https:\/\/www.the-future-of-commerce.com\/2019\/\/11\/#breadcrumbitem"},{"@type":"ListItem","position":3,"name":"07","item":"https:\/\/www.the-future-of-commerce.com\/2019\/\/11\/\/07\/#breadcrumbitem"},{"@type":"ListItem","position":4,"name":"What is a CXO? What is a CMO? How do they differ?","item":"https:\/\/www.the-future-of-commerce.com\/2019\/11\/07\/what-is-a-cxo-vs-cmo\/#breadcrumbitem"}]}]