Best Practice Report

First 90 Days: Chief Customer Officer

January 1st, 2018

Summary

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.

Want to read the full report?

Contact us to become a client

This report is available for individual purchase ($1495).

Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.