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Should CX teams and Product Management teams be on the same team? Pros/Cons?

I've worked with a few CX leaders who now have product managers reporting to them. Curious to know the benefits/risks of having them combined.

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2 Answers
Building a Product Management Team
  1. Natalia Baryshnikova
    Natalia Baryshnikova

    Atlassian Head of Product, Enterprise Strategy and Planning • 1y

    There is nothing inherently wrong with having someone with a title "product manager" reside on a CX team. The caveat is depending on what the expected scope of that PM is, they may not be set up for success, or they even may be playing a role that (unintentionally) puts customers at a disadvantage. Situations when it's good to have PMs be a part of CX org: They help build internal tooling for CX or integrate company's own product and CX internal tooling in ways that helps teams better understand ...Read More

    1,056 Views
  2. Nicolas Liatti
    Nicolas Liatti

    Adobe Senior Director of Product Management, 3D Category • 1y

    If by CX you mean Customer Experience, then by experience I value them to be in the same team as PMs.

    One of the secret for great products is to look for collapsing the stack, have closer relationships between all the functions. Having customer support close to the product teams helps to make sure that PMs are always close to customer problems, but also ensure faster resolution.

    1,028 Views

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