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First 90 Days: Chief Customer Officer

  • The chief customer officer (CCO) is responsible for creating and improving the customer experience for all customer segments in order to increase satisfaction and loyalty
  • A new CCO must gather the intelligence and insight necessary to identify gaps and opportunities and show how customer experience can contribute to the business
  • In addition to assessing the current state of the customer experience function, the new CCO must strengthen its alignment and interlock with sales, product management and other marketing functions
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