Top 5 CXO Leaders to look out for in 2020

Top 5 CXO Leaders to look out for in 2020

01/22/2020

Though aspects of experience delivery are the responsibility of each member of the C-Suite, the Chief Experience Officer (CXO) is the glue that holds the experience together. How else do all experiences created by an organization, from analog to digital, from marketing to customer service, from customers to employees, speak with one unified voice? Enter the CXO.

Here are top 5 Chief Experience Officers who are transforming and delivering a more differentiated and delightful experience that is frictionless, personalized, predictive and proactive:

1. Sherif Mityas, Chief Experience Officer, TGI Fridays

Sherif Mityas is the Chief Experience Officer for TGI FRIDAYS. He has been at the company for over 3 years and was previously the Chief Information Officer & Strategy before taking over as CXO in May of 2018. Mr. Mityas has more than 20 years of experience in the retail and hospitality industries in executive industry roles.

Along with an impressive resume, Mr. Mityas was a Global Finalist for the 2020 Dallas CIO ORBIE Awards, recognized for his outstanding leadership, management effectiveness, and business value created through technology innovation. The Awards are presented annually by Dallas CIO Leadership Association (DallasCIO), the preeminent professional association for North Texas leading Chief Information Officers.

Make sure to catch Sherif Mityas this May 4-6 at CXO Exchange in Denver!

2. Frank Hamlin, EVP, Chief Customer Officer, GameStop

Frank Hamlin serves as Executive Vice President and Chief Customer Officer for GameStop, a role he was appointed to in June of 2019.

As CCO, Frank is responsible for defining and driving the company’s overall customer-centric initiatives as it relates to Marketing, customer loyalty, the omnichannel business, strategy and innovation. He recently helped lead GameStop’s initiative to increase their social impact by raising more than $20 million for charity by the year 2020.

Make sure to keep an eye out for Frank Hamlin and GameStop in 2020.

3. Sven Gierlinger, Chief Experience Officer, Northwell Health

With a focus on providing exceptional customer service and delivering the highest quality care, Sven Gierlinger is responsible for building an engaging, innovative and collaborative culture that drives organizational growth and customer loyalty through the customer experience.

He came to Northwell from the Henry Ford Health System in Detroit where he served as vice president, hospitality and service culture, responsible for creating a superior and consistent service experience for patients, visitors and employees. Mr. Gierlinger worked closely with leadership to drive culture change around improving the customer experience in every encounter across the system.

4. John Padgett, Chief Experience and Innovation Officer, Carnival Corporation

Carnival Cruise Lines Chief Experience & Innovation Officer, John Padgett, has led his team to create a new era of enterprise innovation, demonstrating it's possible to create disruption from above, not just below. While many large organizations struggle to innovate at a large scale, he was able to execute on CEO Arnold Donald’s vision to exceed guests' expectations and to build all the software and hardwire ideation, design, and development in-house. So, while many vacation companies are struggling to stay on trend, Carnival has found a way to set the trend and with merely a few lines of code, continue to stay ahead of the competition.

Not only is Padgett a respected leader in transforming customer experience with technology, he has also won multiple innovation awards for wearable devices, experience itinerary scheduling, and optimization, digital experience interaction platforms, and operational processes.

5. Donald Chesnut, Chief Experience Officer, Mastercard

Donald Chesnut was appointed the first Chief Experience Officer at Mastercard in January of 2019. As a Global leader of Customer Experience, Chesnut’s strategy is customer-centric. He has twenty+ years of experience in developing innovative global digital products and services for Fortune 500 businesses, including mobile platforms, web, AI, and physical/digital experiences, digital business strategies, and multi-channel marketing communications. Stellar track record in leading teams –from strategy through execution– in the development of effective UX/CX across financial services, retail, media and telecom, travel and hospitality, CPG, among others.

Mr. Chesnut has won multiple honors and awards including Campaign's "Digital 40 Over 40 2017" - 40 People over 40 yrs old, reshaping the digital industry and AdWeeks Creative 100: Top Thinkers, Makers and Doers in Marketing and Media 2016.


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