In an August 2012 report, Forrester wrote ‘the age of customer obsession’ had arrived. Customers expect better customer experiences across all channels and devices they use. Customer-led disruption is here, Forrester stated. Customer-centricity as a way to constantly improve our business requires more than a changing mindset. And the Copernican revolution, putting customers – and as a consequence profit – at the center of what we do, requires more than a ‘customer first approach’. It requires an integrated approach.
In my previous post on the changing role of the CIO, I mentioned the Chief Digital Officer, typically a consequence of the need for integration, beyond the changing customer reality. Another role we see popping up in many businesses is that of the Chief Customer Officer: the person that integrates around the customer. And leading analyst Jeremiah Owyang has been advocating the role of the Corporate Social (Business) Strategist, as it exists in many firms, since several years. [Read more...]