If Everyone Is Responsible for Customer Experience, Who Is Accountable?

Summary

This video is presented in Greek. An English summary is provided below.

“Customer Experience is everyone’s responsibility” is a useful principle, but it is not a complete operating model. When an issue crosses functions, shared responsibility can coexist with unclear accountability. The episode examines the difference between contributing to the experience and owning the progress of a specific problem through resolution. The management challenge is to make ownership explicit without pretending that one person or one CX team controls every decision.

Key Takeaways

• Shared responsibility for CX does not remove the need for clear accountability on specific issues.
• A known problem can remain open even when everyone involved is acting responsibly within their own role.
• Cross-functional issues need someone who keeps the work active until there is an outcome.
• Accountability does not mean one person must make every decision or own every function.
• Organizations should make clear who drives resolution when a customer issue crosses boundaries.