The Importance of the CCO Role

Chief Customer Officer (CCO) roles have become more and more popular in our industry, and even COVID was involved in the increasing demand for these roles in the field. In this episode, Adam is joined by Rosalyn Curato, CCO at Allovue, to chat about the importance of these roles inside the ecosystem, why they deliver such a strong message internally and externally, and how they will keep evolving in the industry. Listen now to learn how to make customers feel prioritized and taken into account in your processes, and the skills you need to make it as a CCO.

Jump straight into:

(01:34) - On Rosalyn’s background, the evolution of CS in the business and her experience at building a team from scratch - “As the team evolved and grew, we were seeing this progression towards specialization.”

(06:43) - The demand for CCO roles in the industry and how it will impact the relationship with your customers - “Having this role is not just a signal internally, but externally, that you value the customer at every level of your organization.”

(10:39) - The high impact CCO roles have on a business - “Being able to say ‘our biggest customer says they absolutely need this feature’, and then have everyone get on board has been huge and immensely helpful.”

(14:46) - Rosalyn’s 2 ingredient combo for CCOs to make it in the industry - “Demonstrate the proactive nature and actions you’re taking to position your company and your customers as best as possible.”

(17:36) - Adaptability in times of COVID - “The first few weeks was just about us taking a check on what’s happening and how much is it impacting us.”

(22:07) The evolution and future of the CCO role - “A lot of organizations have been hiring more CSMs, which is fenomenal.”

Resources

Connect with Rosalyn via LinkedIn

Headspace

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