The role of a Customer Experience (CX) Lead is quickly growing to be one of the most important roles in an organization as they begin to transform their business. The role’s primary function is to connect departments to align the company on one goal: a happy customer. When you have happy customers, you instill trust and loyalty for your brand.

This week on the Marketing Cloudcast, we talk with Rich Wilson, Global CX Lead at Kimberly-Clark Professional. He reflects on his 20 years of experience watching the CX role evolve from being a “nice-to-have” to an integral part of any organization.

Check out our latest podcast episode Customer Experience Demystified: The Day-to-Day Life of a Global CX Lead to to learn more:


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