They must engage with the designers and the implementers of each unique set of experiences. The depth and quality of their engagement are essential for the company’s success with all stakeholders.

It is OK to delegate the day-to-day responsibility for the operational dimensions of each stakeholder’s experience. It is not OK to abdicate engaging with designing, assigning, and continually refining each stakeholder’s experiences.

Following is a link to a podcast where the customer experience experts at Walker Information interview Dwaine Canova. The CX Leader Podcast host is Steve Walker. Steve and his teams are long-term experts and highly visible thought leaders and practitioners in the Customer Experience discipline. I hope you’ll enjoy the discussion in the Podcast found at this link:

https://cxleaderpodcast.com/the-c-suite-elite/

All stakeholders must have their exclusive design, implementation, and operational processes. It must have all the steps required, including attracting, engaging, onboarding, and growing relationships with each customer.

How well executive teams engage in the process of designing and participating in the ongoing refining of the total customer experience is the single most significant contribution they make to the success of an organization. All parts of the organization must know how they ‘fit’ and ‘contribute’ to the total customer experience.