The Rise Of The Chief Customer Officer
January 24, 2011
Why Read This Report
Forrester studied more than 100 executives in charge of enterprisewide customer experience to create a composite profile that includes their titles, tenure in the job, backgrounds, and where they report in their organizations. We found that most of these chief customer officers (CCOs) have been in their jobs for two years or less time, have backgrounds as general managers, marketers, and sales leaders, and are heavily concentrated in the business services, IT, and financial services industries. The majority of them sit on the executive management team at their firms, and they are highly likely to report to the chief executive officer (CEO) or the head of a line of business. Should your company follow the example of firms like Allstate Insurance, Cardinal Health, Cigna, Dunkin' Brands, and Oracle by appointing a CCO? Our research shows that the answer is "yes" if you need to radically increase the business discipline required to deliver a differentiated customer experience.
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Customers are the new market-makers, reshaping industries and changing how businesses compete and win. Success depends on how well and how fast you respond. Forrester Research gives you insights and frameworks aligned to your role to shorten the time between a great idea and a great outcome, helping your teams win in the age of the customer. Contact us to learn more.
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Tools And Templates
Best Practice Assessments
- Self-Test: Is Your Company Ready For A CCO?
Table of Contents
- A New Type Of C-Level Executive Gains Traction
- A CCO Can Operationalize Customer Experience Competence
- Hire The Right Mix Of Passion And Expertise
- Supplemental Material
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