Forrester finds 'customer experience' titles popular at companies

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Cambridge, Mass.—The title of chief customer officer is increasingly becoming a popular title at companies of all sizes, according to a new report from Forrester Research. The report, “The Chief Customer Officer, 2012,” was based on data collected over the past year using a variety of methods, including interviews, online searches and LinkedIn searches, on 165 executives in charge of enterprise-wide customer experiences. According to the survey, 30% of companies have appointed a chief customer officer, whose job is to lead customer experience efforts. Fifteen percent of companies have a chief client officer and 10% have a chief experience officer. The remaining 45% have a mix of titles responsible for customer experiences. The survey also found that half of chief customer officers have been in their jobs for two years or less, and 28% have been at their jobs for one year or less.
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