Some companies have customer experience managers or departments, and others do not. Why is that?

Who should own customer experience and what does that entail?

In an ideal world, everybody should champion the customer and their experience; certainly everyone within marketing, ecommerce / digital, sales, product development, service design and leadership.

That's what happens in startups, and it's easy to do when you're a small band of merry men and women led by a charismatic founder. But how easy is it for a big multinational? How does that actually work?

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