The “Chief Customer Officer” or “Customer Experience Officer” must be a strong leader inside the organization who is respected for running a good, successful operation, and who has a strong network of relationships across the organization.
Here’s a quick review on the leadership function in the CCO role:
- Do you know the ten customer leadership aptitudes for success?
- Do you know the eight major actions the CEO (or executive sponsor) needs to do to ensure CCO’s success?
- Do you know what to assess and measure in the CCO’s first year?
A CCO builds credibility by getting specific and operationally relevant about what they will be creating and building. As you embark on the customer experience work, you must have clarity in your role before you can seek consensus from others.
Read More: CCO Role and Success Factors