Even though the word "customer" is in the CCO title, these leads must share the responsibility of championing the user.

The importance of exceptional customer experience cannot be understated. Technology and easier access to information has shifted the power to customers, increasing their expectations for great experiences. The customer perspective should inform everything the Chief Customer Officer does. Therefore, understanding the current and future needs of the customer is critical. Gartner found that over 90% of enterprises now employ a CCO or executives with similar responsibilities. This role can be known by many other names, such as Chief Customer Experience Officer and Chief Experience Officer (CXO), according to Harvard Business Review. But what does a Chief Customer Officer do? Maintain consistency by developing a comprehensive Customer Experience Management (CEM) program. Your plan should outline the processes for delivering, measuring, and improving the customer service experience. Customer engagement CRM that provides a centralized interface for agents to answer customer questions and solve problems through traditional and digital channelsSupport frontline teams in optimal CX delivery. Whether that’s providing information, securing technological support, or improving employee experience, the CCO will need to know how to help employees to deliver the best customer support possible. Indeed, while improving company culture is great, the real ROI of your CCO comes from revenue growth. This means: For example, how can customer experience help the sales organization improve its ability to sell? How can it help the product team develop a better product? Having a strong brand for the role will be important for building influence, so applying effective brand building principles may be useful, particularly for a new role or a leader new to the organization. 4. Listening Capabilities It's less about convincing them that customers are important. Instead, you have to convince them how to make decisions based on customers. Proven social media marketing and management solutions that makes sense of the millions of conversations taking place on social media and flags key posts that require attention so you can act right away

Mark joined GTR as Chief Customer Officer in July 2023, bringing a wealth of international experience and expertise from across the transport, travel, customer and digital sectors. We need to talk about the ROI of your CCO. While the answer is more complex than meets the eye, there are two places to start looking. Create a comprehensive partner strategy including the identification, onboarding, certification, and measurement of partners The CCO takes a lead role in defining and implementing the customer strategy. This involves setting a clear vision for customer experience and engagement, aligning it with the company’s overall mission, values, and business objectives. Customer advocacy Finding the narratives behind the metrics – being able to review reports and correlate data sets to determine the story behind the numbers to create an accurate picture of the customer behind the scenes.Companies that invest in employee experience are 4x more profitable than those that don’t. (Source: Harvard Business Review) A recent article in Forbes questioned the overall relevance of the role, arguing that in many cases it’s there simply for “lip service” with insufficient authority to drive real change. From my own work, I believe it’s an important role — and critical in our evolving marketplace. I do agree with the author though that the role requires the right support, authority and resources to achieve the intended impact. The Growing Importance of a CCO or CXO To work with the Commercial, Marketing and Product teams to optimise the leads process to improve sales metrics