The problem isn't whether CX leaders have authority. It's whether the industry understands what it's actually managing. The Gist What is the real job of customer leaders? The author argues that the primary responsibility is managing the customer base as a business asset, not overseeing surveys, dashboards or internal advocacy programs. Why does the CXO title debate matter less than people think? Titles only have value when supported by deep customer, service and business expertise. Competence—not labels—creates authority. Are customer experience and service the same thing? No. The article contends that most customer interactions are service interactions, while true experiences represent a much smaller portion of customer value creation. Examining labels is another distraction when competence in managing the customer base is at historical lows. But if we’re going to do it, let’s learn the language first. Here’s the rub: Senior titles are for people with senior skills.…