<p>The UK Chief Customer
Oﬃ cer Report
In theory it’s very simple to
talk about wanting to put the
customer at the heart and
centre of everything you do,
but how do you achieve that
when you have been created
as a product-led business?
The purpose of this report is to provide a benchmark and basis for
understanding how the role of a Chief Customer Officer is emerging
in UK businesses. The report identifies the degree to which this is
happening and aims to provide some insight as to why.
Talecco conducted extensive research in the first
quarter of 2017 with the aim of identifying how
companies are reacting to the challenge of becoming
more customer-led. This research is the first of
a number of planned activities that will help define
and describe the rapidly changing landscape of the
Chief Customer Officer and customer-led thinking.
This particular research piece focused on the
individuals that are being appointed as CCOs and the
companies that hired them. We aimed to identify:
• What sort of businesses are hiring CCOs?
• What types of people are becoming CCOs?
• What are the requirements of a CCO in terms of
core skills and abilities?
The aim of this research is to help those who are:
• Thinking about hiring a CCO
• Considering what the benefits of such a hire
• Trying to understand where customer thinking
might fit into their business
• More broadly interested in how successful
businesses are changing
The research was conducted through a combination
of extensive desk-based research, social channels
and direct conversations with over 50 business
leaders and existing CCOs. It shows the incredible
growth of the function in British businesses, the
wide range of backgrounds from which the new
generation of CCOs are drawn and the breadth of
skills encompassed by the role.
Nish Kotak is Managing Director
of Talecco, a talent business
helping organisations throughout
their journey of