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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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.

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?

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.

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.

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.,

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.

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.

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. Alli is joining the team as both a leader and the voice of the ChurnZero customer. and an office in Amsterdam.

7 Key C-Suite Roles in a Truly Customer-Centric Executive Team?


Customer-centricity is the need of the hour for B2B SaaS (Software as a Service) companies. It is considered the only way to provide a positive customer experience and improve customer loyalty. It needs more than simple customer service.

7 Key C-Suite Roles in a Truly Customer-Centric Executive Team?


Customer-centricity is the need of the hour for B2B SaaS (Software as a Service) companies. It is considered the only way to provide a positive customer experience and improve customer loyalty. It needs more than simple customer service.

Customer Centricity Masterclass with Doug Leather

Peter Lavers

Customer Centricity is the eco-system and operating model that enables an organisation to design and deliver a unique and distinctive customer experience”. A group of people representing some of the best brands in Europe gathered at Twickenham Stadium on a warm June day for a special masterclass focused “customer centricity” in companies that are primarily business-to-consumer (B2C). How constant board-level changes damage long-tern customer value development.

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.

Reasons That Make Customer Success a Must to be Represented at C-Suite Level


Customer success careers have become the buzzwords in the business environment. The hot topic that is running around in the SaaS industry is the need for customer success to have a seat and a voice at the leadership table. To oversee all customer-facing departments.

7 CCO Principles That Can Help You Create a United Leadership Team


As a CCO (Chief Customer Officer), your job curtails satisfying your customers’ needs. But, what about the internal customers, i.e., your peers, including CEOs (Chief Executive Officer) and CFOs (Chief Financial Officer).

Embedding Customer Centricity: The Customer Experience Jigsaw Puzzle


As I continue to develop my Customer Experience Specialism around the globe, a number of questions are continually raised by the people I meet. How many customer segments should we have? Should we have a Chief Customer Officer. What is fascinating about the questions I am asked, is that more often than not, most organisations have started their journey to becoming Customer Centric.

How to make your organization truly customer centric


Date: Wednesday, November 8, 2017 How to make your organization truly customer centric. Author: Olivier Njamfa We all know that today it’s vital to put customers at the heart of your business. How do you become more customer centric? At a recent Gartner event , analysts Olive Huang and Jenny Sussin ran through 10 key areas to help establish customer centricity into your brand. Balancing the human and the digital in customer experience.

Are there any good reasons for delaying a CX listening or improvement programme?

Peter Lavers

Timing always seems to be an issue with new voice of the customer (VoC) surveys, capability building, and customer experience (CX) improvement programmes. If there isn’t the appetite, then it may be better not to raise customer and staff expectations by activating the programme!

Speaking The Language Of CX Value

Customer Centric Support

How to foster a customer-centric mindset in a dollars-driven reality. For six years, I’d held a Customer Service job with essentially one objective: make everyone around me happy, and make customers happy as a consequence. Moving from a Customer Service role into a professional services organization caused a significant mental evolution. The all-important “C-Sat” (Customer Satisfaction Rate) suddenly took back stage to a far more demanding metric… revenue.

Customer Success and Product: How to Align Your Customer-Centric Stars (Part 1 of 2)


If this expression captures how you feel when your Customer Success and Product teams interact or fulfill a customer request without bickering or finger pointing, then please continue reading. Why Customer Success and Product Need to Align. Customer Success Around the Web.

Why Does Your Company Need a Customer Experience Executive?

CX Journey

Image courtesy of GMC Who needs a customer experience executive? What advice is there for future customer experience executives? One of my favorite questions was about my "Shark Tank sales pitch" about the CXO role: Why does a company need a customer experience executive? You are serving a customer, not a life sentence. chief customer officer customer experience customer-centric culture

An Ambitious First 90 Days for a #CXO

CX Journey

One of the questions that Scott asked me during our session is what I'd call the customer experience officer's (CXO's) "first 90 days." Given a bit more time to consider it, I would actually put the first 90 days into three phases: info gathering, customer understanding, and strategy development. Phase 1: Information Gathering Having a CXO is critical to success for any customer experience transformation.

Dimension Data CX Report Roundtable

Peter Lavers

Watch the video report from Dimension Data’s 2019 Global Customer Experience Benchmarking Report Roundtable session. Dimension Data recently released their latest Customer Experience report. The report is a fantastic free resource, addressing questions that are 100% pertinent to the issues faced today by Chief Customer Officers and CX leaders. Customer analytics.

7 Reasons for Failure When Adopting a Customer First Strategy


By now, every CEO knows that a stronger customer focus is the answer to many of their business challenges. Why therefore do so many companies still struggle to adopt a customer-first strategy and culture? CEX #CRM #CustomerFirst #CustomerCentricity #Customer Click To Tweet.

3 vital B2B findings from Dimension Data’s 2019 CX Report

Peter Lavers

Three key subjects from Dimension Data’s 2019 Global Customer Experience Benchmarking Report that are vital for every B2B company to take a long, hard look at itself about. Dimension Data recently released their latest Customer Experience report , and as a recognised CX influencer they gave me a sneak preview of the findings and the opportunity to meet and discuss the big issues with the researchers and authors of the report. Customer analytics.

B2B 100

Reshaping The Future Of Digital Customer Service: 22 Influential Leaders to Watch in 2022


Customers expect better and faster pre and post purchase services. Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. Jeff is truly obsessed with customer service.

Creating World-Class Customer Experience Teams


Creating World-Class Customer Experience Teams. In a recent #CXO tweet chat these same success factors were discussed as they apply to customer experience teams. The Formation of Customer Experience (CX) Teams. While formal CX management is a relatively new endeavor for many companies, the experience of customers has in fact been managed by various people all along. CX Team Dysfunction Affects the Customer Experience. Customer experience is not a trend.

What is Customer Experience Ecosystem?


What is Customer Experience Ecosystem? Recent snafus caused by faulty customer experience ecosystem management include United Airlines dragging a paying customer out of his seat and off the plane per a random drawing of passengers to make room for a flight crew to fly on that overbooked flight. And Wells Fargo employees creating phony accounts for customers in order to meet an internal goal of 8 accounts per customer. What is: Customer Experience Strategy?

Customer Success leader spotlight: Mary Poppen,


Welcome back to our Customer Success leader spotlight series, where we get candid with the leaders behind today’s most customer-centric organizations about their career stories, takes on the industry, and lessons learned along the way. .

CS Career Guide: Customer Success Job Titles, Descriptions, & Salary


With Customer Success being one of the top emerging departments in software companies around the globe, you might be considering a career in this industry, but you also might be wondering which role is right for you. . Chief Customer Officer. Customer Success Manager.

ChurnZero’s 10 Customer Success Leaders to Watch in 2021


Against the backdrop of wild economic uncertainty, Customer Success has been the failsafe of SaaS businesses that were blindsided by pandemic-induced churn and contraction. Staci Satterwhite, Chief Customer Officer, Khoros. Customer Success Around the Web.

Does Your Company Need a Chief Experience Officer?

Toister Performance Solutions

Customer Experience futurist, Blake Morgan, recently wrote an article for Forbes titled, " The Case Against a Chief Customer Officer." Do customer-centric companies have a CXO? This includes the airports, customer support, and inflight departments.

The CCO Job Description Not to Use

Education Services Group

Raise your hand if you’ve ever read a job description like this: We’re hiring a Chief Customer Officer! Because we expect that orientation to benefit the customer and the company, it will require the CCO to be the individual at the leading edge of enabling its realization.

Senior Executives from SAP, Oracle, LinkedIn and Gainsight Join Newly-Formed Advisory Board at CSM Practice

CSM Practice

CSM Leader Optimizes Customer Success Strategies and Processes in collaboration with top thought leaders in its industry. Members of the CSM Practice Advisory Board are some of the most respected thought leaders in the field of customer success. Customer Success Strategy

Free Webinar: Designing A Customer Service Strategy That Thrives in 2022

CSM Magazine

Reuters Events are inviting you to join them for the next unmissable webinar in their Customer Service & Experience Leadership series! Are your customers’ experiences with your organization being impacted by a service strategy that doesn’t satisfy? Customer Service News

Amazing Business Radio: Jeanne Bliss


Deliver a Customer Experience That Would Make Mom Proud. Would your customers agree that your service is so good, you’d make mom proud? The “Make Mom Proud” Standard for How to Treat Your Customers , and discusses her book and the art of making customers happy. ? ?. Because customers first interact and communicate with a company’s employees, businesses must first have happy employees. Bliss discusses the need to be fair and not take advantage of customers.

Women of Influence: The Top 25 Innovative CX Leaders


Women of Influence: 25 Innovative Customer Experience Leaders. As the COVID-19 pandemic disrupted many industries worldwide, customer experience proved to be more important than ever. Amanda Binns – Senior Vice President, Global Customer Success, Pixalate.

50 Customer Service Experts You Should Be Following (even if you’re not on Twitter)


Staying on top of new customer service trends can be exhausting. Having a well-rounded collection of sources can help your team identify new opportunities for improvement and up your customer service game. We’ve got quite a few friends in the customer service world who inspire us.