The Role of a Chief Customer Officer


The role of a Chief Customer Officer (CCO) is a fairly new addition to the C-suite, but it has been on the rise over the past several years as companies are better understanding the importance of creating a customer-centric culture within their organizations.

What is a chief customer officer?


Does your company have a chief customer officer (CCO)? Would your business benefit from appointing a chief customer officer ? Definition of a chief customer officer. What is a chief customer officer ?


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Chief Customer Officer – What’s in a Name?

Andrew Mcfarland

Calling Sales leaders the Chief Customer Officer confuses customers and hurts companies. Best Practices Customer Loyalty CCO Chief Customer Officer

Imagine if Every Company had a Chief Customer Officer

Beyond Philosophy

Now, I propose they make a little more room for the latest addition to the leadership: The Chief Customer Officer (CCO). Today, we differentiate ourselves in new ways , the most important being how the Customer feels about their experience with you. The CCO’s priority is protecting the Customer Experience, from start to finish. When a department is Siloed, they are not seeing the whole Customer Experience, but instead just their part of it (e.g.,

Customer Success: A CCO's Journey of Trials, Celebrations, and Everything In Between

Speaker: Jeb Dasteel, Former CCO, Oracle and Owner, Dasteel Consulting

"Customer Success” has become extremely popular in the last several years but has turned into one of those terms so varied in interpretation that it has lost meaning. Even the role of the chief customer officer - or top Customer Success executive - differs endlessly across organizations large and small. In this session, Jeb Dasteel, the former long-time chief customer officer of Oracle, will candidly discuss his views, successes, and even failures in implementing Customer Success programs in a Fortune 100 organization.

Who is a Chief Customer Officer (CCO)?


Of all there lies the customers head, Chief Customer Officer (CCO) who is one among the C suites of the departments to deliver the customer success. Handling difficult customer interactions by offering the best customer experience is part of their deal.

McDonald’s Appoints Manu Steijaert as Global Chief Customer Officer

CSM Magazine

Manu Steijaert, McDonald’s Executive Vice President and Global Chief Customer Officer. McDonald’s Corporation has appointed Manu Steijaert, a McDonald’s veteran, as its first Global Chief Customer Officer. Customer Service News

The four CX pillars that every Customer Success leader should know with ChurnZero Chief Customer Officer Abby Hammer


When’s the right time to add Customer Success operations? How do you make product and Customer Success work better together? What’s the most effective way to gather customer feedback? Tackling these questions is tough for even the most seasoned Customer Success leader.

Book Review – Chief Customer Officer 2.0 – How to Build Your Customer Driven Growth Engine


Even if your company does not yet have a ‘Chief Customer Officer’ or ‘CCO’ it is unlikely to be long before they do! This is partly due to the fact that Customer Experience is still in its relative infancy as a profession. Re-branding a Marketing professional, or a Customer Service professional a CCO does not mean they have the competencies required to fulfill the role. Unite accountability as customers experience you.

The Evolving Chief Customer Officer: Identifying Value, Authority, Scope, Responsibilities, and Strategic Direction Within the Enterprise

Beyond Philosophy

In the past decade, we’ve seen the number of companies with an individual in the role of Chief Customer Officer (CCO) – nicely defined by Wikipedia as “the executive responsible for the total relationship with an organization’s customers” – grow from under 100 to thousands today. They are; Customer Experience and Value Optimization. Customer Insight, Data and Action Generation. Customer Relationship-Building. Michael Lowenstein, Ph.D.,

Redefining Customer Experience Metrics for Better Performance

Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum

Join us for this insightful webinar with Lynn Hunsaker, Chief Customer Officer of ClearAction, who will show you how to zero-in on true leading indicators and describe how to connect business results metrics with employees’ workflow metrics.

Top 4 Metrics Chief Customer Officers (CCOs) Must Know


Do you know what Customer Success metrics race through a Chief Customer Officer’s (CCO’s) mind all day long? With a dizzying number of SaaS metrics—from acquisition costs and account expansion to customer churn and satisfaction—all vying for headspace, CCOs must focus on the measurements that really matter. To avoid these perilous potholes and hone your focus, we asked ChurnZero’s CCO Abby Hammer about the Customer Success metrics she cares most about and why.

Totango Attends Chief Customer Officer Fall 2018 Conference


The C hief Customer Officer Fall, 2018 (CCO), held September 12th-13th in San Diego, is an interactive peer-lead conference attracting senior-level customer focused professionals. Totango is in attendance at this year’s conference where the topics consists of best practices and strategies that go beyond the CCO business case, driving C-level accountability for customer centricity. The Customer Success Buzz at CCO. That’s where Customer Success comes into play.

Episode 49 – The Impact of a Chief Customer Officer or Director of Customer Experience

Kristina Evey

Shownotes… Are You Considering Hiring a Chief Customer Officer or Director of Customer Experience? Ask your leadership team if it … Read More Episode 49 – The Impact of a Chief Customer Officer or Director of Customer Experience. The post Episode 49 – The Impact of a Chief Customer Officer or Director of Customer Experience appeared first on Kristina Evey

Four Critical Questions Chief Customer Officers Should Ask


As global business shift operations due to COVID -19, customer care leaders face several challenges, especially for those who serve customers via contact centers and back office sites.? . Question 1: How Should We Interact with Our Customers Going Forward? .

CCO + CMO: The Unstoppable Duo of Business Growth

Speaker: Rachel Orston, CCO of SmartRecruiters & Latane Conant, CMO of 6Sense

Join Higher Logic and two leading executives, Latane Conant, CMO at 6Sense, and Rachel Orston, CCO at SmartRecruiters, to get a firsthand look at how marketing and customer success teams can effectively partner to enhance CX and drive growth.

Four Critical Questions Chief Customer Officers Should Ask


As global business shift operations due to COVID -19, customer care leaders face several challenges, especially for those who serve customers via contact centers and back office sites.? . Question 1: How Should We Interact with Our Customers Going Forward? .

Should You Have a Chief Customer Officer or a Chief Omnichannel Officer?


In a recent article and video for Forbes, “ The Case for a Chief Omnichannel Officer ,” Blake Morgan ( @BlakeMichelleM ) argues for the inclusion of a Chief Omnichannel Officer in the C-suite. This would be an executive who manages all employee and customer touchpoints across the organization, getting them out of silos and creating visibility into the customer experience. Customer Experience

10 Questions New Chief Customer Officers Must Ask Themselves


Congratulations on becoming the new chief customer officer of the organization. The biggest challenge you will face as the new chief customer officer is that the customer situation has shifted dramatically in the last couple of years.

ChurnZero appoints Allison Tiscornia as chief customer officer, promotes Abby Hammer to chief product officer


C-level appointments will accelerate customer-centric innovation and partnership from the top down as ChurnZero scales. Abby Hammer, a founding member of the company who has served as both ChurnZero’s chief customer officer and head of product since 2015, is promoted to chief product officer.

Where are the UK’s Chief Customer Officers?


Date: Wednesday, April 6, 2016 Where are the UK’s Chief Customer Officers? Author: Pauline Ashenden The combination of growing competition and more demanding consumers means that customer experience is now recognized by businesses everywhere as crucial for success. Given their importance, customer experience programs have to be led from the top, with senior management heavily involved and setting a strong strategy for the whole organization to follow.

The Chief Customer Officer’s Guide to Achieving Team Alignment


As a Chief Customer Officer, you need your team to understand your customer success goals and work in alignment with the strategies developed by you. Have individual goals for each customer success professional in place.

CSM from the Trenches: Mentors – Adam Kuznia, Chief Customer Officer, DataCamp


This series, now a community for frontline Customer Success Managers (CSMs), discusses trends, best practices, and advice that can help the frontline. From : Adam Kuznia , Chief Customer Officer. What is one customer success best practice you’ve applied in the last few months that has had a positive impact on your success in your role? If your customers are truly finding the value and path to success they desire, the renewal will come naturally.

How to Become the Chief Customer Officer (CCO)? A Guide for CS Professionals


This is the age of the customer where we are living in. While making the purchase decision, customers are now looking for positive experiences over price. . But the question is still: What exactly do CCOs (Chief Customer Officer) in this relatively new executive position do?

The Top 10 Customer Journey Mapping Tools for Chief Customer Officers (CCOs)


A customer journey is defined as the entire experience that a consumer has while communicating with your business. Therefore, as our current business landscape continues to evolve, customer journey mapping processes are now more crucial than ever before.

Who Owns the Customer Experience?

Contact Center Pipeline

Consider this scenario: “Lisa” has landed a new role leading a customer experience (CX) program. As a first-time CX practitioner, Lisa decides that her first order of business should be to identify the quick wins, so she begins to tackle customer problems already well known within the organization. Customer Experience call center CCO chief customer officer contact center corporate governance customer experience strategy CX accountability CX governance operating model

The Rise of the Chief Customer Officer (CCO) as a Change Agent


Establish customer metrics to define the relationship with the existing customers. As a change agent, it has become crucial for the chief customer officer (CCO) to establish customer metrics to manage customers as an asset.

Chief Customer Officer: A Direct Competition to Chief Marketing Officer or a Resourceful Ally


This is undoubtedly the age of the customer. Being customer-driven and data-driven is important. A purchase decision is determined by customers- they will look at a positive experience over anything else. Customer experience is now a priority for any company.

The Chief Customer Officer’s Guide to Creating a Culture of Customer Delight


To grow a business in today’s times, it is essential to retain customers and create a positive word-of-mouth reputation in the market. In other words, you need to delight the customer consistently, repeatedly. So, how to delight the customer? reward customers for loyalty.

5 Top Customer Service Articles of the Week 7-19-2021

Shep Hyken

Each week I read many customer service and customer experience articles from various resources. Should the Chief Experience Officer Cease to Exist? My Comment: The CXO (Chief Experience Officer) has been a recent addition to the C-Suite in the past five or so years.

Chief Customer Officer: Roles and Responsibilities of the Modern CCO


When it comes to customer success, there are various roles in an organization. But this blog is specifically about Chief Customer Officer (CCO). Chief Customer Officer (CCO) is the highest position in the customer success department in any organization.

5 Top Customer Service Articles for the Week of February 11, 2019


Each week I read a number of customer service and customer experience articles from various resources. Anatomy of the VP Customer Experience Role by Lynn Hunsaker. CustomerThink) If “customer experience” has innumerable interpretations, the same can likely be said about the ideal role of the Head of Customer Experience. It’s softening the edges that keep sales, marketing, and customer service operating in separate boxes.

Chief Customer Officer vs. Head of Customer Success: What’s the Difference?


What stays common between each member of your customer success company is the need to satisfy a hungry customer. Now many such designations and roles are designed to look after the specific needs of a customer. Establishes metrics for defining the relationship with customers.

5 Top Customer Service Articles For the Week of December 26, 2016


Each week I read a number of customer service articles from various online resources. The Hidden Costs of Poor Internal Customer Service By Joanne Wortman. Integrify) Of course, every business understands the need to maintain a high commitment to providing excellent customer service. Oddly enough, some businesses still ignore the hidden costs of poor internal customer service. Management doesn’t even realize or acknowledge that internal customers exist.

Should We Have a Chief Customer Officer?

Brad Cleveland

Call Center Contact Center Customer Service Leadership Organization and Culture Videos Brad Cleveland culture leadership

Should We Have a Chief Customer Officer?

Brad Cleveland

Call Center Contact Center Customer Service Leadership Organization and Culture Videos Brad Cleveland culture leadership

Report: Activating Executive Commitment to CX

Experience Matters

Here’s the executive summary: Organizations that want to drive sustainable customer experience (CX) improvements need to have senior executives who are committed to propel change throughout the entire journey. Chief customer officer Customer experienceWe just published a Temkin Group report, Activating Executive Commitment to CX.

VP Customer Experience Role for Growth


VP Customer Experience Role for Growth Lynn Hunsaker. The VP Customer Experience role is evolving as companies shift to embrace the “purpose of business” proclaimed by Business Roundtable. Anything mis-aligned from the top will undermine your customer experience goals.

Earning authority as a Customer Experience Professional – the importance of professional development


When I started out on my Customer Experience career many years ago, I had no idea that Customer Experience would ever be recognised as a profession. As I started to influence the organisation I was working for, I also did not realise that to be the best Customer Experience Professional I could be, I was […].

Manage Branding by Chief Experience Officer

Sampson Lee

Article Chief Customer Officer Customer Experience Customer Loyalty Digital Marketing Editor''s Pick Think Tank On a typical summer day in Hong Kong, the weather is hot and humid with lots of sunshine. I take the subway to a business meeting and when I come out of the station, a sudden and heavy rainfall has.