For Customer Experience Professionals (Length: 17 pages)

Executive Summary (This is a document excerpt)

As many firms take on corporatewide efforts to improve customer experience, more of them are establishing positions like chief customer officer or SVP of customer experience — that we collectively call the chief customer/experience officer (CC/EO). To understand what it takes to be a successful CC/EO, we interviewed executives from a variety of firms that currently have those positions. Their insights fell into five categories: 1) Make sure that you've got the right environment; 2) prepare to take on a broad change agenda; 3) establish a strong operating structure; 4) kick off high-priority activities; and 5) look ahead to the future. As these executives start to change the culture in their firms, they are initiating what we call the silent customer experience wars

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