The role of the chief customer officer (CCO) was established to solve the type of challenges that exist at major federal agencies, and every major agency should have one, according to Forrester. Even smaller agencies — particularly those with demanding customers — should strongly consider a CCO because that customer base demands a highly curated experience.

A new report serves as a FAQ for those looking to hire a CCO, answering questions such as what skill set is needed, what the CCO should do her first 90 days, and how to overcome common objections in the organization to a CCO role.

To learn more about this research, visit the Customer Experience blog.