Socio-economic change and advances in technology have given rise to an increasingly demanding and empowered global consumer. This new paradigm means that, to be a market-leading consumer brand, companies need to differentiate, compete and innovate
Innovation does not apply only to systems and models but also to having a customer-centric organisational design that enables operational excellence.
For some organisations this has necessitated a change in the construction of their boards and senior leadership. In some cases this has led to the appointment of a Chief Customer Officer (herein referred to as CCO).