Published on April 18, 2024, 1:20 am

Enhancing customer centricity is far from a novel concept in organizational structures, but some companies are taking it a step further by introducing new roles in the C-suite to accommodate this shift. Interlace Health, a company specializing in digital forms solutions for the healthcare sector, has joined these ranks by appointing Maggie Peña as its first Chief Experience Officer.

Peña, with almost 13 years of customer-oriented experience within the company, recently spearheaded the establishment of a new management team. Her role intertwines both business and IT aspects as she oversees software implementations, customer support, and customer success management—a task previously unallocated as there was no Chief Information Officer (CIO) at Interlace Health.

The evolution of the C-suite is witnessing an expansion to include more IT leaders, underscoring technology’s growing significance within organizations. Besides the Chief Experience Officer role, other emerging titles comprise positions such as the Chief AI Officer (CAIO), Chief Transformation Officer, and Chief Sustainability Officer. In instances like that of Interlace Health without a CIO, one could argue that this absence reflects an ongoing identity crisis given the expanding technological mandates that challenge a single leader’s oversight ability.

As technology, especially Artificial Intelligence (AI), reshapes business models, enterprises face the transition from being tech novices to mature and reliable managerial frameworks. This paradigm shift has led to the emergence of tech-focused roles becoming increasingly prevalent alongside traditional positions like CIOs, CTOs, and CISOs.

Newly introduced C-suite roles with tech inclinations are permeating companies at an accelerating pace. Reports indicate rising intentions among firms to hire executives dedicated to ethical technology practices such as Chief Ethics Officers and Chief Trust Officers to navigate emerging technology-related ethical considerations correctly.

Even long-standing roles are attaining unprecedented importance; for instance, chief financial officers are assuming less active compliance involvement regarding cybersecurity regulations compared to chief information security officers. This reevaluation underscores how organizations are adjusting their leadership structures to align better with evolving responsibilities and impacts within the technological landscape.

The narrative extends to individuals like Marc Sule transitioning from traditional CIO roles towards intertwined business-technology positions such as Chief Business Technology Officers (CBTO). Such shifts underscore a broader trend within the IT realm where amalgamating digital teams with customer-facing units results in refined organizational capabilities and impactful strategic development.

In conclusion, the evolving composition of today’s C-suite embodies a concerted effort to adapt to technological advancements effectively while preserving core competencies crucial for sustained relevance in contemporary business landscapes. Astute leadership will be pivotal as organizations navigate this transformative phase where collaboration across executive functions becomes paramount for fostering innovation and operational efficiencies driven by emergent technologies.


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