The chief experience officer role is easy to mock and harder to execute. The real issue is whether companies empower leaders to align silos and drive change. The Gist The CXO role is only hollow when it lacks authority. A chief experience officer becomes symbolic when organizations assign accountability without decision rights, budget influence or cross-functional power. Great CX needs an orchestrator. The author argues customer journeys span silos like marketing, product, service and operations, making alignment itself a leadership function. Experience starts inside the company. Strong CX leaders improve employee tools, processes and incentives because frontline friction often becomes customer friction.…