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For Customer Experience Professionals

How Chief Customer Officers Orchestrate Experiences

February 25, 2013

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Why Read This Report

Forrester collected and analyzed data about chief customer officers (CCOs) to understand who they are, where they came from, what companies appoint them, and what they do for their firms. This year, we reviewed data for more than 200 of these leaders and discovered that they're growing in number even as their typical profile begins to evolve. This report addresses the organizational role of these customer experience professionals in aligning the customer experience ecosystem.

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Table of Contents

  • The Chief Customer Officer Position Continues To Gain Traction
  • CCOs Must Orchestrate Organizationwide Change
  • RECOMMENDATIONS

  • Establish Preconditions For CCO Success
  • Related Research Documents