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…
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