How Standardized Is the Role of the Chief Customer Officer?

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.

About The Author
Curt Hall
Curt Hall is a Senior Consultant with Cutter Consortium’s Data Analytics & Digital Technologies and Business & Enterprise Architecture practices. He has extensive experience as an IT analyst covering technology trends, application development trends, markets, software, and services. Mr. Hall's expertise includes artificial intelligence (AI), cognitive systems, machine learning, conversational computing, and advanced analytics. He also… Read More
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