How Standardized Is the Role of the Chief Customer Officer?

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How Standardized Is the Role of the Chief Customer Officer?

Advisor
Posted May 7, 2019 in Data Analytics & Digital Technologies


CCO Role

We are increasingly hearing about the rise of the “Chief Customer Officer” (CCO), who has the position and the authority to ensure that the organization provides a unified and seamless customer journey/experience (CX) across all customer channels. But just how standard is the role of the CCO among organizations? According to preliminary findings from our ongoing CX management survey, current use of CCOs — or someone with an equivalent title formally charged with overseeing the adoption of CX practices into the organization — is relatively popular, with approximately 27% of the organizations we have surveyed indicating that they have made such an appointment.