For Customer Experience Professionals

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	October 3, 2007 The Chief Customer/Experience Officer Playbook Lessons Learned From Senior Customer Experience Executives by Bruce D. Temkin with Steven Geller	Average: 10  (3 ratings)

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Executive Summary

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

TABLE OF CONTENTS

• Lessons Learned From Senior Customer Experience Executives

WHAT IT MEANS

• There's An Invisible Customer Experience War Underway
• Related Research Documents

This is an excerpt