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03/07/2010

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Tabitha,Interesting timing on this arcitle as I was just having a discussion today on how much more I'm seeing Chief Customer Officer and/or Customer Experience Officer titles. I believe this movement will continue especially as the dynamics of receiving feedback and taking action evolve. No longer is it strictly a proactive initiative controlled by individual organizations. Rather, customers are now using a number of social outlets to express their feedback and experiences on their terms. I think this will only add to the need for a dynamic executive to oversee and address all aspects of the customer experience. Best wishes on your pursuit! I'm sure you'll get there soon enough. Look forward to catching up soon.

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  • Tom Grant is a senior analyst at Forrester Research. You can e-mail him at tgrant@forrester.com, or reach him via Twitter at TomGrantForr. All opinions expressed here are my own, and not necessarily those of my employer, Forrester Research.

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