In today’s business world, customer expectations are higher than ever. Companies can no longer treat customer experience as an afterthought. This shift has pushed the Chief Customer Officer (CCO) into the spotlight—turning the role into a strategic driver of growth, retention, and innovation.
But what exactly does a CCO do? And why are we seeing more of them stepping into CEO roles?
What Does a CCO Really Do?
The CCO isn’t just about customer support. They shape company strategy—ensuring sales, marketing, service, product, and operations all align around the customer.
Core Responsibilities
- Customer Insights: Capture behaviour, needs, and pain points.
- Cross-Functional Leadership: Unite teams under a customer-first strategy.
- Engagement & Retention: Build long-term relationships.
- Growth & Revenue: Turn customer success into business success.
- Performance Metrics: Track NPS, CSAT, churn, and loyalty.
Why the CCO Role Matters Now
According to Gartner, companies that prioritise customer experience outperform competitors by 80%. A strong CCO drives:
- Retention – Satisfied customers stay longer.
- Revenue – Loyal customers spend more and refer others.
- Innovation – Insights fuel better products and services.
- Alignment – Entire organisations focused on one goal: customer success.
The CCO as a Strategic Bridge
The CCO is the link between technology, customers, and business strategy. From CRM systems to AI personalisation and automation, today’s customer experience is built on digital foundations. A CCO ensures these tools deliver real business impact.
Case Study: Yamini Rangan – From CCO to CEO at HubSpot
One standout example is Yamini Rangan, who became CEO of HubSpot in 2021 after serving as CCO.
- As CCO, she united sales, marketing, and service teams around a customer-first strategy.
- Her leadership embedded CX into HubSpot’s core operations.
- That success propelled her to CEO—proof that customer leadership is now a boardroom priority.
This transition signals a shift: customer-focused leaders are increasingly viewed as the best candidates for the top job.
The Future: Is the CCO the Next CEO?
As markets grow more competitive and customers more demanding, expect to see more CCOs moving into CEO roles. Customer-centric leadership isn’t just a function—it’s becoming the foundation of sustainable growth.