Comotion’s sister company Talecco conducted in depth research into the current state of the market for CCOs. This report gives the results.
What creates the need for a Chief Customer Officer?
- Customer focus and customer-led leadership are increasingly hot topics and indicators of commercial success
- To become customer-led requires a shift in the DNA of a business with new requirements in leadership
- In addition to requiring the buy-in of the CEO, customer-led thinking requires its own internal champion – the Chief Customer Officer (CCO)
What’s happening in 2017?
- The US has led the way in this thinking but European markets are now rapidly catching up
- Customer-led businesses tend to have a commercial advantage over those that do not put the customer at the heart of their thinking and delivery
- In the UK the number of CCOs has risen from 14 in 2014 to 90 in 2017
- 46% of all UK CCO roles have been created in the last 12 months
- 84% of UK CCOs are new to the title/role
- The CCO role is crossing the border from B2C to B2B
Who are the new Chief Customer Officers and where do they come from?
- There is no clear and consistent background for CCOs, although many come from previous positions that were either customer facing or operations
- The rapid growth in CCO numbers is likely to raise competition in hiring for those roles
- A business’s own digital maturity, marketplace, and legacy situation has a huge impact on the specification of the CCO role
- Because the skill set and job description are so new and poorly defined, companies are going to have to educate themselves or seek support in order to make good hiring decisions