8.03.18 - Should the CEO own customer experience?
The CCO role has been a key addition to many top teams over the last two years. It typically carries the brief of developing a coherent customer experience across all touch points. But can this challenging brief really be delivered by one person or one team, when the whole organisation needs mobilising and transforming around a ferociously-clear customer agenda? And surely, that should be the role of the CEO?
You can read our summary of this event here.
Is the delegation of this vital responsibility becoming the industry norm? And, if so, is this right for customers and shareholders?
In our breakfast seminar we'll explore the typical make-up of CCO roles, and the kind of mindset needed to help Board teams re-align around this new breed of customer-centred thinking.
About the speaker
David Walmsley has held various senior customer-centric roles in his career, with an emphasis on digital marketing, omni-channel trading and online platform development.
He has developed customer propositions for House of Fraser as Chief Customer Officer, at Marks & Spencer as Digital Director, and at Dixons Carphone as Director of eCommerce.
Whilst David has been accountable for customer strategy and execution in some of the UK’s biggest retailers, he has not owned this responsibility under the Chief Executive Officer title.
08:30 - registration & welcome (coffee & pastries)
09:00 - presentation
09:30 - roundtable discussion
10:00 - wrap-up & networking
Date: 8th March 2018
Location: Interim Partners London office
If you would like to register, please email Georgia Hartley-Brewer on firstname.lastname@example.org.