On the advent of the chief customer officer

After the rise (and subsequent decline) of the CMO, a new CXO type role seems to be emerging. As companies devote more attention to Customer Experience Management, some companies are moving to appoint a Chief Customer Officer, or Chief Customer Experience Officer. The main responsibility of the CCO is to ensure a consitent customer experience and to counter negative outings in (on social) media outlets. An article on CustomerThink outlines the rationale behind the CCO.

This entry was posted in CRM 2.0, Customer Experience Management, CustomerThink, Service Effectiveness. Bookmark the permalink.

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