For Customer Experience Professionals

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	October 23, 2009 How Chief Customer Experience Officers Gain Active Executive Support by Megan Burns with Harley Manning, Angela Beckers, Shelby Catino	Average: 10  (1 rating)

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Executive Summary

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.

TABLE OF CONTENTS

• Customer Experience Leaders Need A Coalition Of Top Executives
• Craft A Coalition-Building Strategy Tailored To Individual Executives

RECOMMENDATIONS

• Let Your Passion And Attitude Set The Tone For Others
• Supplemental Material
• Related Research Documents

This is an excerpt

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