From Chief Experience and Chief Customer Officers to Customer Experience leaders, more companies are creating customer leadership roles. These positions can greatly impact customer-centricity, but they bring a common question: where do you start?

Jim Weber, Chief Experience Officer of Comerica Inc, stepped into his current role in late 2019 with a goal to build and expand a customer experience team. Weber says one of the most crucial parts of his job was ensuring he tasked the right person with running customer experience on a daily basis. At Comerica, that’s Maria Adams, the director of CX, who Weber says can see everything and process it strategically.

Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future.