Key process, management & organizational interactions

XV.1 January + February 2008
Page: 38
Digital Citation

FEATUREThe business of customer experience


Authors:
Secil Watson

Of the many executives I've come to know who oversee corporate-experience research and design personnel and activities, Secil Watson of Wells Fargo is one of the most insightful and inspirational. Members of her staff agree, praising "her leadership and vision—she has the brain of a businesswoman, heart of a designer, and soul of a researcher [1]." In this article, Secil answers questions that many struggle with: What role should "customer experience" personnel and leadership play in a large business? Who should "own" customer experience, and where should it be positioned in a company? How should customer experience impact the…




You must be a member of SIGCHI, a subscriber to ACM's Digital Library, or an interactions subscriber to read the full text of this article.

GET ACCESS

Join ACM SIGCHI

In addition to all of the professional benefits of being a SIGCHI member, members get full access to interactions online content and receive the print version of the magazine bimonthly.


Subscribe to the ACM Digital Library

Get access to all interactions content online and the entire archive of ACM publications dating back to 1954. (Please check with your institution to see if it already has a subscription.)


Subscribe to interactions

Get full access to interactions online content and receive the print version of the magazine bimonthly.


Post Comment


No Comments Found