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chief experience officer
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GUEST BLOG: The CCO’s Checklist: 28 Actions To Take For Customer-Driven Growth
- September 13, 2019
- Posted by: CSIA Editorial Team
- Category: Guest Blogs
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Earlier this year, Forrester released its report, The US Customer Experience Index, 2019. Forrester Chief Research Officer Carrie Johnson said, of these findings, “How an experience makes customers feel has a bigger influence on their brand loyalty than any other factor.” And yet, this report found that while 14% of brand scores rose, 5% of scores declined and an
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The Emergence of the Chief Customer Officer
- August 20, 2019
- Posted by: CSIA Editorial Team
- Category: CSIA Blog
In our last article we talked about the role of the Customer Service Manager, and its importance in creating and maintaining service strategies that pave the way for service excellence. In the past, the Customer Service Manager has typically reported to a Senior or C-level Marketing, Operations or Human Resources Executive, or a combination thereof.