The Executive Dilemma: What Happens When CX Leadership Disappears?

CX has become an existential battleground. In fact, 94% of organisations are treating it as a high strategic priority. But as CX becomes “everyone’s responsibility,” a critical trend is emerging – clear ownership is disappearing.

This infographic reveals the executive dilemma facing organisations today: that is, while accountability for CX is spreading, governance is weakening. The result? Fragmented experiences, wasted investment, and stalled transformation.

Key Takeaways

The core reason why CX leadership is becoming less defined
The share of organisations with and without a CX steward (based on our research)
The six biggest risks of distributed CX ownership – from disjointed journeys to stalled transformation

Understand the risks before they impact your business – and learn what high-performing organisations are doing differently.

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