the rise of the chief customer officer
Post on 21-Jan-2018
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A chief customer
officer (CCO) is the executive
responsible in customer-centric
companies for the total
relationship with an
organization’s customers. The
CCO typically reports to
the chief executive officer, and
is potentially a member of the
board of directors.WIKIPEDIA
Chantel Botha | hello@brandlove.co.za
• Job function classified as one of
these three – Service driver,
sales driver or generalist
focused on acquisition &
retention
• 2003 – 30 people in the role
• 2014 – 408 active people in the
role globally
• Shortest c-suite tenure - moved
from 24 months to 34.5 months
• In most companies still
experimental role in the c-suite
• 2009 most lost jobs as a result
of not proving ROI
• Certification now available SOURCE: CCO Council in UK
The history of the CCO
Chantel Botha | hello@brandlove.co.za
Reporting line of CX role?
SOURCE: BRANDLOVE SOUTH AFRICAN RESEARCH 2015-2017
• Commercial Business Growth
• Product and commercial
• CCO• Strategic
Management• Quality• Client solutions
Chantel Botha | hello@brandlove.co.za
Report to CEO
SOURCE: BRANDLOVE SOUTH AFRICAN RESEARCH 2015-2017
Chantel Botha | hello@brandlove.co.za
Influence decisions at executive level?
SOURCE: BRANDLOVE SOUTH AFRICAN RESEARCH 2015-2017
Chantel Botha | hello@brandlove.co.za
Where should CX fit into the organization?
SOURCE: BRANDLOVE SOUTH AFRICAN RESEARCH 2015-2017
Chantel Botha | hello@brandlove.co.za
What % of your time do you spend on…
SOURCE: BRANDLOVE SOUTH AFRICAN RESEARCH 2015-2017
Chantel Botha | hello@brandlove.co.za
What is standing in your way of cx transformation?
SOURCE: BRANDLOVE SOUTH AFRICAN RESEARCH 2015-2017
Chantel Botha | hello@brandlove.co.za
Where does your biggest support come from?
SOURCE: BRANDLOVE SOUTH AFRICAN RESEARCH 2015-2017
Chantel Botha | hello@brandlove.co.za
Unify customer initiatives
Inject a new way of thinking and
acting into the organization
Accelerate the transformation to
customer centricity
Chantel Botha | hello@brandlove.co.za
o Imposters
o Become irrelevant
o Not experienced enough
o Not tech savvy enough
o Not supported
o No authority
Chantel Botha | hello@brandlove.co.za
o Access to people
o Know where to get moral support
o Ask for help
o Coaching and mentoring
o Local and international community of cx professionals
o Write your stories in a cx journal
Chantel Botha | hello@brandlove.co.za
http://brandlove.co.za/upcoming-events/
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