What relationships do you need to build to rise up a CX chain?
If you really want a customer-driven, customer-experience-obsessed culture, you need to do three things first — and they’re not logical steps for many managers and leaders.
When I’m asked about the CCO role, the frequent questions are, “What does a CCO do?” and “Where does the CCO report?” The answer to both questions: “It depends.”
The capacity of the CCO role, structure, and organization depend on your commitment and how large you scale the work, the age and stage of your organization, and how much backing the organization has for the role and at what levels it resides.
You need to consider these items before you drop someone into the CCO role.