A hotel firm's customer-service strategy could get a boost with a customer experience officer at the helm to monitor performance and direct efforts on all levels, writes Janet Gerhard, founder of Hospitality Gal. "Could the influx of better technologies, new social media channels, and senior level leaders around the world demanding more connected, meaningful and actionable data be the opening to usher customer experience management to the c-suite? If not now, when?" Gerhard writes.

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