Clarifying the Role of the CCO – Competency #2

Competency #2: Align Around Experience

Give Leaders a Framework for Directing the Work of the Organization. Unite Accountability as Customers Experience You, Not Down Your Silos.

Competency #2 gives leaders a framework for directing the work of the organization: requiring cross-silo accountability to deliver deliberate customer experiences. It unites the organization in building a framework for “Earning the Right” to Customer Asset Growth.

The role of the Chief Customer Officer is to unite leaders and the organization in building a one-company version of their customer journey. It includes:

• focusing the organization on priority one-company experiences
• changing the conversations from silo-driven conversations to collaborative conversations about customers’ lives — their experiences across the journey they have with your organization.

This post is part of the article “Five Competencies for Chief Customer Officers” that originally appeared in the free eBook The 2015 Customer Experience Outlook, a collection of ideas from customer experience authors, designers, and industry leaders.

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