Last month Mcdonald’s announced that it had appointed a global chief customer officer, a newly created role to strengthen the organisation’s ability to anticipate and deliver on customers’ needs. The plan is that the CCO will create a new team that will focus on the end-to-end customer journey bringing a unique brand experience to every touchpoint. Leveraging insights from restaurant operations, customers, and local market leadership it is hoped that Mcdonald’s will be able to scale best practices across the globe.
McDonald’s is not alone. According to Gartner 90 percent of large organisations now have a CCO or a Customer Experience Officer (CXO), whereas seven years ago only 22 of the Fortune 100 companies had a board-level customer experience role.