Chief Customer Officer: What Is It and Why Do You Need One?
April 20, 2021
3:00 – 3:45 p.m.
When top-level executive decisions are being made, all functions need to be present to represent their constituencies and weigh in on the impacts of alternatives. A Chief Customer Officer brings dynamic adaptability to your organization by helping to discover, develop, and drive a customer-centric culture. Nicholas Zeisler will describe staff functions and skills, essential daily operations, and process engineering for impact and influence. It may sound simple, but you must nail the basics: strength of customer impressions and desires around brand interactions; balance and coordination of efforts; the power of the customer touchpoints; and flexibility in adapting to inevitable change.
At the end of this session, you’ll:
- See the value a Chief Customer Officer can contribute as a separate function; key roles and responsibilities
- Learn key elements of setting up the Office of the Customer and the essential operational processes to derive and distill the Voice of the Customer
- Understand how to turn insights into actions that improve customer-brand interactions through policies, tools, and procedures
- Identify how education and development programs can help put customer interactions at the center of the organization