Best Practice Report

First 90 Days: Chief Customer Officer

January 1st, 2018


The chief customer officer (CCO) is responsible for creating and improving the customer experience for all customer segments in order to increase satisfaction and loyalty. A new CCO must gather the intelligence and insight necessary to identify gaps and opportunities and show how customer experience can contribute to the business. In addition to assessing the current state of the customer experience function, the new CCO must strengthen its alignment and interlock with sales, product management and other marketing functions.

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