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In The News

Cars.com and United Way Added Chief Experience Officers to Break Down Walls, but It’s Not Easy

Cars.com and United Way Added Chief Experience Officers to Break Down Walls, but It’s Not Easy
March 25, 2020
Wall Street Journal

In February, United Way hired Stan Little, a former foundation and marketing executive with a background in systems engineering, as CXO, with a mandate to reorient its structure and working practices around the customer experience. Mr. Gallagher reassigned three of his direct reports, the people running digital, fundraising and marketing, to report to his new CXO.

Inertia and active resistance are the biggest challenges to any new structure, Mr. Gallagher said. “You get these pleas for exceptions, but I’ve been doing this too long—it never works,” he said.

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