Interesting to see how other, more traditional department heads are now transitioning into CCO work.
“Should I stay or go,” CCO-style.
Why Year 4 might be the make-or-break for some CCOs.
Replace the silos with the customer journey.
There are four major tangible benefits.
It’s not about creating layers and layers people must fight through. It’s about empowering them.
How does senior leadership need to shift for a more customer-centric focus?
“Customer commitment” vs. “the actions that underscore customer commitment.”
The importance of priority and focus in directing CCO work, with a man who would know.
Hilton Worldwide has 300,000+ employees and dozens of executives. How does one unify that context for customer-driven growth?