The Rise of Customer Science Teams
Behind every business problem to be solved, there is a human problem to be solved.
—Cerita Bethea
Just as I was writing some of the above lines I came across the news in a Wall Street Journal article that McDonald’s had named its first global chief customer officer (CCO), who will lead a new customer-experience team. This by itself is not news as it comes exactly a decade after Paul Hagan’s HBR article “The Rise of the Chief Customer Officer,” which highlights how more and more organizations are appointing a senior executive to be responsible for the customer experience and sit on the board of directors.
What made an impression on me is the description of his job role and function, that is: “The ...
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