Struggling retail behind the curve on customer experience strategy

South Africa’s struggling retailers are significantly lagging behind other sectors and their international counterparts when it comes to appointing empowered customer experience leaders to companies’ top teams.

“With the rapid increase in the range and availability of the data that inform business strategy, the role of customer experience executive has been gaining prominence and traction since about 2014,” says Debbie Goodman-Bhyat, leadership expert and CEO of Jack Hammer, rated one of the top 3 executive search firms in South Africa.

“Since then, when we started noticing an increase in companies searching for senior CXOs or Customer Experience Officers, the role has increased exponentially in terms of seniority to its current position where it is now a key leadership, and strategic role for businesses looking to survive into the future,” she says.
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