Summary
Forrester studied the profiles of 79 chief customer officers (CCOs) in India to understand key aspects of their professional background including titles, job tenure, and experience. While the majority of these professionals come with rich experience and domain expertise, we found that most are first-time CCOs who have been in the position for less than two years. This report highlights the challenges that lie ahead for CCOs seeking to direct customer experience (CX) initiatives for their organizations and lead teams of CX professionals; it also provides recommendations on how to address those challenges.
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