There is one question that keeps coming up in almost every conversation I have with senior CX leaders right now.
👉 Where does #CustomerExperience actually live in your organization?
Not where it should stay on paper. Where it actually lives — in reality, in the org chart, in the room where decisions get made.
Because here is what I keep hearing:
CX sits in Marketing in one company. In Operations in the next. In a standalone department that reports to the CEO — or to nobody who really has the mandate to change anything.
And the consequences are everywhere — fragmented strategies, internal silos that customers and the people feel immediately. Leaders who care deeply but don’t have the seat at the table that would actually let them move things.
🤩 This is exactly the conversation we are having inside the CX Inner Circle on Wednesday again.
In our biweekly call — closed, no recording, peer-level — I am hosting together with Latané Conant, CMO at Parloa & Julia Goelles and we are joined by some of the sharpest CX minds in Europe right now including our Founding Members:
Matthias Quirmbach (OBI), Simone Taverne (Urban Sports Club) and Pascal Dué (Vorwerk) — three leaders who are actively shaping what modern Customer Experience looks like inside large organizations. We are actually looking for more Founding Members in the different countries.
Just the real talk that rarely happens in public — because leaders at the top level are often very lonely.
„These are people who have really felt the fire.“
That was the first sentence of our very first CX Inner Circle call two weeks ago. And it has set the tone ever since.
If you are a senior in-house CX leader and this sounds like the room you have been looking for — we would love to hear from you.
If someone came to mind while reading this — tag them or send them this post. The best communities grow through the right introductions.
👉 Would you like to be part of this CX Inner Circle Group –> Applications open & you will find the link in the first comment.
What are your thoughts? Where should CX sit in the company ?
Motivated service greetings
Anika & Latané ✨
Founder & Community Lead CX Inner Circle
#CXInnerCircle #CustomerExperience #CXLeadership #GlobalCX #Community #FoundingMembers