Taking CX strategy to the C-suite

Digital Marketing Lead, Public Services Sector, IBM Analytics

According to the IBM Global C-suite Study “in an era of abundant connectivity, endless information and ubiquitous digitization, the new economic equation favors transparency. More than half of CXOs expect to open up their enterprises—bringing down barriers to extend collaboration inside and outside. Their most radical shift may be a new view on what it means to collaborate with customers. In fact, CEOs told us that customers come second only to the C-suite in terms of the strategic influence they wield. When asked, “Who has the most influence on your strategic vision and business strategy?” 55 percent of interviewed CEOs cited customers.” Furthermore, Peter Korsten, global leader at the IBM Institute for Business Value goes on to say that the CIO insights from the Global C-suite Study revealed that “the emerging reality is that there is no longer any real distinction between the customer experience and contemporary business strategy."

In our next #CXO twitterchat Josh Leibowitz (@joshleibowitz)chief strategy officer at Carnival Corp joins us to discuss taking customer experience strategy to the C-suite. You can join easily using Tweetchat, where the hashtag #CXO is automatically appended to each tweet you send during the chat, streamlining the chat process.

Below are the questions we’ll be discussing as well as reference articles to help inspire the May 5 discussion at 12 noon ET. 

#CXO chat discussion questions

  1. Why is it important to align organizational strategy with customer experience?
  2. How do you align customer experience with strategy and elevate to higher level of importance within the C-suite?
  3. How do you achieve global customer experience standards given multiple brands across different cultures and languages?
  4. How do you bring the voice of the customer into strategic decisions including capital allocation?
  5. What do organizations need to do to connect the voice of the customer and analytics in a distributed environment?
  6. How should businesses use data to segment customer and drive behavior?
  7. How important is it to have common sets of tools and systems across global operations?
  8. How do you use operational and performance data to track how well the strategy is working?

#CXO chat reference articles:

#CXO chat guests:


Josh Leibowitz (@joshleibowitz) is the chief strategy officer at Carnival Corporation, a global cruise company and one of the largest vacation companies in the world. In his role, he oversees cross-brand marketing and customer insights, corporate strategy and the global supply chain. Prior to joining Carnival, Josh was a Partner at McKinsey & Company, where he co-lead the big data, e-commerce and multichannel operations practice for North America across travel/hospitality, retail and consumer industries. Josh’s focus was improving marketing, sales and operations for Fortune 500 consumer-facing companies. Josh holds an MBA from Harvard Business School with High Distinction.

What is #CXO chat?

#CXO chat is a weekly conversation every Monday at 12 noon EST/5 p.m. GMT, on Twitter. Each week we discuss a different customer experience optimization topic.

How do you join in?

If you use a Twitter client like Tweetdeck, HootSuite or Seesmic Desktop, create a search column for the term/hashtag "#CXO" and then, as we tweet with the #CXO hashtag, all tweets tagged with "#CXO" will show up in your column. You can also follow with Tweetchat and it automatically adds the #CXO hashtag.

How do you participate?

Just jump right in! Review the discussion questions posted to prepare your thoughts and answers. When the question is posed, begin your response with A1: for question 1, A2: for question 2, and so on. No answer is wrong! We look forward to seeing you at the #CXO water cooler hosted by @IBMBigData.

Follow the hashtag #CXO throughout the week for articles, facts and nuggets on customer experience optimization. You can also continue the discussion on LinkedIn in the Customer eXperience Optimization group on LinkedIn.