The Chief Customer Officer role…

Is emerging, but the most strategic CCOs are focused on engaging “connected customers” whose experience often unfolds in digital public. CCOs often create “customer success” departments, which plays on the front lines of this shift: customer success strategy and processes are grounded in customers’ outcomes of using products and services.

One of the strongest symptoms of our post-product economy is that products and services commoditize very quickly, and pressure of prices is relentlessly downward. Markets bifurcate into the price leader (Walmart, Amazon) or the experience leader (Apple). Meanwhile, enterprises’ operations are islands of automation that are “integrated” together

Customer experience is continuous and free, but only when you know where to find it and how to interact with people, so you increase trust and preference and profit.


Chief Customer Officer Reference Posts

The must-read list. These are the best posts on CCOs, customer success, and customer transformation I’ve found. Annotated to save you time.

CCO Roles and Careers

chief customer office best of the webOur curated posts about chief customer officer careers, including collaborating with the CEO and other colleagues.

Even more CCO career posts

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