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For Customer Experience Professionals

Executive Q&A: Federal Chief Customer Officers

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

February 18, 2015

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Why Read This Report

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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Table of Contents

  • 1. How can a CCO help achieve an agency's mission?
  • 2. What private-sector CCO trends are relevant for federal agencies?
  • 3. Which US federal agencies have CCOs, and how are their positions structured?
  • 4. Should every federal agency have a CCO?
  • 5. What are the most common objections to creating a CCO position?
  • 6. What skills and experience are ideal for a new CCO?
  • 7. Should a federal CCO be a career employee or an appointee?
  • 8. Should a CCO have a single role or multiple roles?
  • 9. What authorities, budget, and personnel are appropriate for a federal CCO?
  • 10. What should a federal CCO do during the first 90 days in the role?
  • 11. What should an agency head do to help ensure the CCO's success?

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