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. 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?
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