The Rise of the Chief Customer Officer in Australia
How Australian Business Leaders are Prioritising the Customer ExperienceDownload the Report
The Rise of the Chief Customer Officer: Key to Business Success, or Just a Superficial Figurehead?
9 in 10 Australian leaders agree that the Chief Customer Officer role is necessary to improve the relationship between an organisation and its customers.
The customer experience can't be owned by a
A Chief Customer Officer can align teams to design a unified go to market strategy that is rooted in the customer's needs
In this report, you'll hear from:
There are two major trends that have led to the rise of the CCO role...
First, how you sell is more important than what you sell. Today’s buyers have more information than ever at their fingertips and this has dramatically changed the power balance between buyers and sellers.
Second, delighting customers is more important than winning customers. The customer journey starts, not ends, with the sale.
A CCO needs to be a customer steward, a CX catalyst, a strategist, a data visionary...
A CCO needs to be a customer steward, a CX catalyst, a strategist, a data visionary, a behavioural psychologist and a change agent.
Needs are constantly changing in fast paced, high growth environments and it’s the responsibility of organisations like Xero to be ahead of the curve, anticipate customer’s needs before they even know they need them and make decisions quickly whilst bringing people along on the journey.
View data as an asset, but from a decision-making perspective, 80% is good enough...
Make a decision and just get on and do it. That's one of the other pieces of advice for this role, because it's new, you do need to just get on with it, don't wait for anyone or for perfection, just figure it out.
[Report] The State of Sales and CX in Australia
With YouGov, we surveyed 500 Australian decision-makers in sales and 1,000 Australian consumers to understand the role of sales in the customer experience.Learn more
[Interactive Tool] Industry Benchmark Data
We aggregated data from 96,000+ customers of HubSpot’s CRM Platform to understand how companies are performing by industry, geographical location, and company size.Learn more
[Article] How to Become the Chief Customer Officer
If you're unfamiliar with this title, don't worry; you're not alone. The role of the Chief Customer Officer is relatively new, but growing in popularity.Learn more
[Resource] How to Create an Effective Customer Journey Map
We explain everything you need to know about the customer journey, including what it is and how to map it.Learn more