“The experience of the product is bigger than the product itself,” said Donald Chesnut, who became Mastercard Inc.’s first chief experience officer in 2019. “It’s everything around it. How well does it work? How does the product feel?” Some 89% of companies employed a chief experience officer or an equivalent role in 2019, up from 61% in 2017, according to research and advisory firm Gartner Inc., which surveyed nearly 400 large companies in the U.S., Canada and U.K. about their customer experience management. – Wall Street Journal