What you’re signing up for here is to take someone running an operating area (such as customer service) and layering the cross-functional customer work on top of that. This can be done, but it takes a CCO with an extreme amount of energy and very robust pull in the organization.
It’s critical that the functional leader’s operation is a well-oiled machine before layering on customer experience work. It’s also important that the operating area has proven to the organization it already practices optimum customer practices that others want to emulate.
