It is not that long ago that it was unusual to find a Chief Customer Officer (CCO) or even someone whose primary function was owning the company/group wide Customer Strategy, whilst being a member of the C-Suite.
Well, I am happy to report that this is becoming less the case by the day.
Which for someone running an event specifically for the CCO, is great news, but the real question is why?
Why are there more and more CCO’s almost daily?
From my many conversations which thanks to my fairly extreme curiosity, probably feel like interviews, I can say the answer seems to be primarily three reasons;
1. Liberal use of CXO job titles
With no offence meant, it is clear that there are many using the title CCO, who in fact have colleagues at the same level also responsible for CX.
In fact, I have seen a few companies with more than one CCO, which kind of goes against the term ‘Chief’.
This is not really a problem and in some cases due to business size and structure can actually make sense e.g. a CCO in both the retail and commercial divisions of a big bank. As group CCO’s are named, this will become less common.
It appears some companies when bringing on a new CX Director are renaming the role without elevating it, in order to keep up with the trend in a very “We need to have a CCO, so let’s rename the role” kind of way.
I would suggest that the actual elevating of the role will likely follow pretty quickly for many and this may be an intended first step in some cases.
3. An increased commitment to CX
Hooray, the answer we were all hoping for.
In fact, in more cases than the above two, we are seeing companies identify the importance of the Customer Strategy and the need to infuse the customer into major decisions and therefore the requirement to have an owner within the C-Suite.
Number of CCO’s and CCCXO’s by region
When looking at the numbers at a country level it appears that a single country is propping up the number of CC(X)O’s in some regions e.g. Singapore and India having high numbers and other countries in their region have low numbers.
I think it is fair to say that some of the most exciting CX transformations globally are taking place or are about to within APAC and I am very excited to continue to help Existing, New and Future CC(X)O’s find the right opportunities, solutions and strategies to ensure the success of the role through our series of forums.
Recommended further reading: Thoughts from a selection of Australia’s top CX leaders
Customer Experience | CX & Call Centre GlossaryCustomer Experience (CX) refers to the perception that customers have of an organisation – one that is formed based on interactions across all touchpoints, people, and technology over time.(cxcentral.com.au)
- ^ forums (cxcentral.com.au)
- ^ Thoughts from a selection of Australia’s top CX leaders (cxcentral.com.au)
- ^ Industry Events Calendar >>> (cxcentral.com.au)
Source URL: Read More
The public content above was dynamically discovered, by graded relevancy to this keyword domain, and was specifically filtered by “Creative Commons“ re-use licensing and/or by Press Release distributions. “Source URL” states the content’s owner and/or publisher. This site references the content above to generate its value-add, the dynamic sentimental analysis below, which allows us to research global sentiments across a multitude of topics related to this site’s specific keyword domain. Additionally, where applicable, this site references the content above to provide on-demand translations and to power its “Read Article to Me” feature, which reads the content aloud to visitors. Views expressed in the content above are solely those of the authors. We take content ownerships seriously: Click “DMCA” in site footer to request applicable content take-down.
Acquire this Domain
You can acquire this site’s domain name! We have nurtured its online marketing value by systematically curating this site by the domain’s relevant keywords. Explore our content network – you can advertise on each or rent vs. buy the domain. Buy@TLDtraders.com | Skype: TLDtraders | +1 (475) BUY-NAME (289 – 6263). Thousands search by this site’s exact keyword domain name! Most are sent here because search engines often love the keyword. This domain can be your 24/7 lead generator! If you own it, you could capture a large amount of online traffic for your niche. Stop wasting money on ads. Instead, buy this domain to gain a long-term marketing asset. If you can’t afford to buy then you can rent the domain.
We are Internet Investors, Developers, and Franchisers – operating a content network of several thousand sites while federating 100+ eCommerce and SaaS startups. With our proprietary “inverted incubation” model, we leverage a portfolio of $100M in valued domains to impact online trends, traffic, and transactions. We use robotic process automation, machine learning, and other proprietary approaches to power our content network. Contact us to learn how we can help you with your online marketing and/or site maintenance.