The Rise, Role and Responsibilities of the Chief Customer Officer

99% of marketing decision makers in Australia and Singapore have shifted strategies to meet higher customer expectations. The role of Chief Customer Officer (CCO) is one that Aussie brands like Xero, Coles and Qantas have adopted as businesses strive to deliver a strong CX.

We talk to HubSpot's CCO Rob Giglio about the core functions of the role and his advice on the key skills, traits and experience you need in this leadership role. Rob also shares the framework and KPIs on how to get your organisation aligned around the customer and their journey.

Bookmarks:

(9:14) Evolution of the CCO role

(12:55) Customer frameworks and metrics

(26:30) Creating cross team alignment

Helpful Resources:

Free Customer Centric Operating Model Template

APAC Report | Technology and the CX

APAC Report | The Rise of the CCO in Australia

Free Customer Journey Map Template