Ultimately they are on the hook for revenues and if managingthecustomerexperience will help them hit their targets, then roles and responsibilities be damned.
In this period of change we are seeing the Chief Customer Officer roles emerge that are charged with managingthecustomerexperience and the technologies and applications required to do so.
But those who leap into this channel without a plan for gauging and managingthe mobile customerexperience risk losing more business than they gain, and damaging their brands in the process.