Striking the right balance as chief customer officer

According to the Chief Customer Officer (CCO) Council website, the first Chief Customer Officer was hired by Texas Power and Light in 1999. 1999! That’s decades before the “customer obsession” of Amazon or the current climate of customers expecting ever more personalized and immediate attention. It was also a hire made in an industry not typically associated with razzle dazzle customer service, since utility customers are generally captive.