Probably the same assumption that customer relations can be managed. I prefer chief customer experience officer or something like that. Something that is also the elaboration of the author in his post…What do you prefer?
I recently updated our research on enterprisewide customer experience leaders, who we refer to as “chief customer officers” or CCOs. While they often don’t have that exact title, we identified around 600 individuals who carry a mandate to improve the end-to-end customer experience at their company. We did some deeper research on close to 200 of them in order to understand the general profile of these people as well as how their positions are structured within their companies.
Forrester has witnessed a marked increase in the position over the past six years.
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- Forrester Research Communities: “Brand Experience” vs. “Customer… (serve4impact.com)