Customer Experience. It is one of the most critical components of your brand and it makes or breaks your business.
Forrester Research is now making public a recent report that highlights how firms are creating specific positions like Chief Customer Officer and SVP of Customer Experience .
In fact, Forrester interviewed executives from a variety of companies that currently have these types of positions. Their insights fell into five categories:
Make sure that you’ve got the right environment;
Prepare to take on a broad change agenda;
Establish a strong operating structure;
Kick off high-priority activities; and
Look ahead to the future.
Download your copy of the report.
Of course, there are risks of creating such titles and responsibilities as well — such as establishing and maintaining some very challenging expectations.
Let us know if you think that such job positions would work in your company and why.