Friday, March 14, 2008

On the advent of the chief customer officer

After the rise (and subsequent decline) of the CMO, a new CXO type role seems to be emerging. As companies devote more attention to Customer Experience Management, some companies are moving to appoint a Chief Customer Officer, or Chief Customer Experience Officer. The main responsibility of the CCO is to ensure a consitent customer experience and to counter negative outings in (on social) media outlets. An article on CustomerThink outlines the rationale behind the CCO.

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