CXO responsibilities & strategic priorities: 11 things to know

As the healthcare industry faces increasing pressure to evolve from volume- to value-based, chief experience officers gain more prominence in hospitals and health systems, according to a research report from the Experience Innovation Network, a part of Vocera.

Highlighted below are 11 things to know about what CXOs are responsible for, how much they earn and what they are most focused on improving.

Most CXOs oversee a small team of direct reports committed to understanding and solving gaps in the human experience of care. While some survey respondents (12 percent) reported having no direct reports, 17 percent had teams of more than 50 reports direct and secondary reports.

The top experience functions CXOs are responsible for overseeing include:

  • Experience improvement — 85 percent
  • Experience strategy — 75 percent
  • Compliments and complaints — 72 percent
  • Experience analysis — 71 percent
  • Friends, family and VIPs — 43 percent
  • Quality/performance improvement 23 percent

Many CXOs care also responsible for volunteer services, interpreter services, spiritual and pastoral care and the gift shop.

Strategic Priorities 
Finding approaches that build cultural awareness and engagement among physicians and staff is one of the top goals of a majority of the experience leaders surveyed. To reach their goal, experience leaders are focusing on the following strategic priorities.

  • Relationship-based culture (including staff and physician awareness, engagement and communication) — 70 percent
  • Experience improvement initiatives (including programs focused on access, rounding and physician communication) — 52 percent
  • Strategy, leadership and governance (including alignment, systemness and strategy) — 28 percent
  • Measurement and analytics (including improving data sources and transparency) — 20 percent
  • Patient and family voice (including patient and family engagement and advisory councils) — 13 percent



More articles on CXOs:
CXO roundtable: Bringing it back to the patient
HCA appoints Lyn Ketelsen to chief patient experience officer
New Seat in the Hospital C-Suite: The Rise of the Chief Experience Officer

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