Best Practice Report

Executive Q&A: Federal Chief Customer Officers

What They Do And How They Can Help Your Agency Achieve Its Goals

February 18th, 2015
Rick Parrish, Vice President, Research Director
Rick Parrish Vice President, Research Director
With contributors:
Harley Manning , Corey Stearns

Summary

Hundreds of leading corporations have created chief customer officer (CCO) positions in recent years. Now US federal government agencies are exploring the idea of adding CCOs to their senior leadership teams — and some have already taken the plunge. In this report, we answer 11 of the most common questions we get from agencies that are considering hiring CCOs. Our responses explain why federal agencies need these executive-level customer experience professionals, expose relevant private-sector CCO trends, and provide advice about hiring for the position and creating an organization around it.

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