Will 2013 be the year of the chief customer officer?
MyCustomer.com learns about the different types of CCO, how they dovetail with the rest of the company, and why 2013 could be their breakthrough year.
- The ‘influence’ CCO – sat on the executive team, these CCO’s have no staff and no budget reporting to them. Their job is to define what the customer experience strategy is and become the ‘champion’ for customer experience within the organisation, rallying the employees to be focused first and foremost on the customer.
- The ‘advocate’ CCO – the same responsibilities as the ‘influence’ CCO in terms of responsibility for the customer experience definition and strategy, but they also have budgets for particular projects from time to time. For instance, if a voice of the customer project is being implemented, they may have a budget for it, although they may not have any operational responsibility for it.
- The ‘operational’ CCO – not only do they have responsibility for the definition and strategy, and rallying the organisation, and all related projects, but they also have staff and budget.
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Neil Davey is the managing editor of MyCustomer. An experienced business journalist and editor, Neil has worked on a variety of newspapers, magazines and websites over the past 15 years, including Internet Works, CXO magazine and Business Management. He joined Sift Media in 2007.