Who 'Owns' Customer Experience?

Great Article From Brian Solis.

Turns out that the problem companies have with 'Customer Experience' is silos ... again !

Each group inadvertently contributes to a disconnected approach to CX because they’re attempting to solve one part of the customer’s journey and experience from their silo. Yet, customers don’t see departments, they see one brand.

and guess what ... it is

the customer who owns the customer experience.

and on this ...

There’s an Uber of everything on the horizon of every business and digital transformation is the best defense and offense to compete in a digital economy.

... I totally agree. That's why I bang on about platforms all the time.

BTW - this article also resonated, because of the similarities to the question of who owns Customer Data? Answer ... the same person who owns the Customer Experience. Why? Because I Am My Own System Of Record.