The Rise of the Chief Customer Officer
Harvard Business Review
APRIL 18, 2011
The role exists in B2B and B2C firms as diverse as Allstate, Dunkin' Brands, USAA, Philips Electronics, FedEx, the Cleveland Clinic, and SAP. They have power and influence resources. Paul Hagen is a Principal Analyst at Forrester Research where he serves customer experience professionals.
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