In the U.K, the number of Chief Customer Officers across all industries increased from 14 in 2014 to 90 in 2017; half of those roles were created in the last 15 months. The average tenure also lengthened from 23 months in 2009 to 34.5 months in 2013 but it still has the shortest lifespan among all C-suite executives, according to research conducted in 2010 by the Chief Customer Officer Council.
Recently, I was talking to a client who had been approached about moving from one area of her business to another. The proposed role was as Head of CX. Although she came from a customer facing sales environment, she sought guidance on how she might hit the ground running if she decided to take up this new role. She was concerned that inevitably there would be pressure on her to deliver results quickly and make an impact, despite not having previous experience of the role at this level.
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