article thumbnail

The Rise of the Chief Customer Officer

Harvard Business Review

The role exists in B2B and B2C firms as diverse as Allstate, Dunkin' Brands, USAA, Philips Electronics, FedEx, the Cleveland Clinic, and SAP. Three-fourths of those we examined sit on the executive management team within the company. Who are these new customer experience executives — and why do companies appoint them?

B2C 14
article thumbnail

Focus on Your Customer's Customer

Harvard Business Review

Much of the conversation about customer-centricity focuses on business-to-consumer (B2C) firms. These customer experience management initiatives can be complex. Travel Together: Customizable spaces and complete baggage management for passengers traveling in groups for events ranging from industry conferences to vacations. •

B2B 15