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What is a Chief Customer Officer?

Chief Customer Officer is abbreviated by the CCO. More organizations are now designating someone for the Chief Customer Officer (CCO) position, a relatively recent addition to the c-suite to foster a customer-centric culture.

That's not all, though. Additionally, the CCO is in charge of selecting mission-critical investments, facilitating cross-departmental cooperation, and creating customer experience (CX) initiatives.

By doing this, the CCO aims to achieve crucial customer experience objectives including raising Net Promoter Scores (NPS), lowering customer effort, or enhancing sentiment during crucial moments that matter.

What Does a CCO (Chief Customer Officer) Do?

Chief customer officers (CCOs) are C-Suite executives who concentrate on creating, growing, and sustaining relationships with consumers from the point at which they convert and become clients.

They are especially worried about the following matters:

  • At each point along the customer journey, evaluate and find any gaps in the customer experience.

  • Create a thorough understanding of the customer, including their needs, expectations, and perspectives on their interactions with the company, and then communicate this understanding to the rest of the C-suite.

  • Organize the company's customer-focused activities and help the front-line workers deliver excellent customer service.

  • Ensure that customer feedback is heard in the boardroom and lead customer experience optimization initiatives across all channels.

  • Close the gap between what businesses feel they are providing in terms of excellent customer experience and what customers experience.

  • To assist them to take prompt action (e.g., stop the loop on negative encounters), this CEO may lead efforts to survey and collect insights about their customers and their experiences. They can also develop a strategy for how they could enhance these experiences for future customers.

The CCO is in charge of establishing and preserving relationships with customers. As a result, they could focus on some of the following key KPIs:

Net Revenue Retention is the sum of money that you made (or lost) from your present clientele during a specific time period. This covers cross-selling to use any of your other services as well as upsells to higher tiers.

What are the Primary Duties of a CCO?

The chief customer officer, reports to the CEO, alerts C-suite executives to relevant trends and provides updates on significant customer outcomes. Additionally, they will:

1. Oversee the Teams Providing Customer Service:

A chief customer officer is in charge of all teams with customer-facing responsibilities and controls all aspects of a business's relationship with its clients. Such teams include those in customer support, branding, marketing, and sales. When it comes to upsells and renewals, a CCO may occasionally supervise account management teams.

2. Encourage Cross-Functional Cooperation:

Typically, departments operate independently and do not support one another. The CCO's job is to turn this around and promote productive cooperation in the pursuit of shared objectives. This is a crucial component, in Forrester's opinion, of improving CX. "Start thinking about CX as a team sport, and leverage partnerships to hasten your change," advises Su Doyle, CX Exec Partner & Sr Analyst.

3. Establish Customer Experience Strategies:

The product management team creates new offerings, the sales and marketing teams strive to achieve quantifiable business objectives, and the support staff works to address issues. provides a broad framework for maintaining these operations and employs operational strategies to increase customer satisfaction Finally, the CCO is accountable for acting as the company's customer champion.

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