As we start off 2018 with the focus of continuously improving customer experience work, talking about the role of the Chief Customer Officer (CCO) is a great place to start. According to an AdAge article from 2016, this position has been on the rise since the early 2000s – and as of 2014, nearly a quarter of Fortune 100 companies had a CCO (or something akin to it). Why is the CCO role so important? Because the CCO leads customer experience and is tasked with improving the business engine through customer-driven growth – they are always thinking through a customer first lens.
https://customerthink.com/take-action-against-these-4-culprits-that-hinder-customer-experience-growth/
Delivering world-class customer experience continues to rise up the agenda for marketers. But despite UK brands ploughing billions of pounds into improving their relationship with consumers, they are failing to keep up with increasingly high expectations.
https://www.marketingweek.com/2017/11/23/customer-experience-hits-low/
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