How your company is organized can create a resilient infrastructure that primes your organization to be ready for inevitable disruption. Our solution is elevating the concept of experience to the c-suite through the addition of the Chief Experience Officer (CXO) role and our savvy strategist Gina Bleedorn is leading the charge as Adrenaline’s new CXO
In Is The Internet of Things Dead?, we expanded on the concept of The Experience of Things, highlighting the reality that disruption doesn’t always come from new technologies and innovations, but rather, from consumer expectation springing from numerous directions. Central to the concept of disruption is the understanding that you can’t really plan for it. Disruption by its very nature is unpredictable and unknowable. While you may not be able to identify what a second or third-wave of disruption looks like for your company, you can create an environment of resilience. A place where disruption does not make or break your business, but rather, allows you to absorb the shock of disruption and course-correct along the way.
For us and other forward-thinking organizations, the CXO role is the head of that flexible ecosystem. For years we heard about User Experience (UX), which focused squarely on products and services and the experience a user has from that interaction. Next came Customer Experience (CX), which broadened the concept of experience to incorporate more brand interactions across more channels. Here, the focus was no longer concentrated on the product, but on the person interacting with the product. Brand Experience (BX) takes the concept of interaction one step further and focuses on all the ways consumers interact with your brand and, importantly, how your brand interacts back. This holistic concept of experiences is actually at the root of the CXO role and the experience ecosystem.