October 23, 2009
How Chief Customer Experience Officers Gain Active Executive Support
by Megan Burns
with Harley Manning, Angela Beckers, Shelby Catino
Executive Summary (This is a document excerpt)
To be successful, chief customer experience officers (CC/EOs) need a coalition of top executives who take an active role in transforming the organization. While most executives support the idea of customer-centricity, many fail to act because they don't understand the business value or don't know how to help. To move executives from passive bystanders to active supporters, CC/EOs should identify top influencers, rate their current level of support, and craft a customized plan to bring each executive along. Through it all, CC/EOs should use their passion for customer experience to set the tone for the rest of the leadership team.
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recommendations
| Forrester interviewed more than seven user companies including Allstate Financial, Cardinal Health, Nationwide Mutual Insurance Company, and Thermo Fisher Scientific. We also interviewed Jeanne Bliss, author of Chief Customer Officer: Getting Past Lip Service to Passionate Action and "I Love You More Than My Dog": Five Decisions That Drive Extreme Customer Loyalty in Good Times and Bad. Related Research Documents
September 17, 2008
April 24, 2008
October 3, 2007 |
Customer Experience Leaders Need A Coalition Of Top Executives 
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Original air date: Wednesday, October 28, 2009
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