This article from Harvard Business Publishing and written by Paul Hagen, Principal Analyst at Forrester, highlights a growing trend in companies to centralize responsibility for the customer under one position--Chief Customer Officer, CCO. One individual responsible for the customer experience, customer satisfaction, and the impact it has on the business.

The author cites several success factors for this newly formed position:

* The existence of a strategic mandate for the customer experience.
* A portfolio of successful projects that creates buy-in.
* An agreement of the management team for what constitutes success.

On the second point above, Enkata has worked with executives in the largest global brand companies to focus on service operations (contact centers, self service channels) as a leveraged set of customer touch points to affect improvements in customer satisfaction.

The adoption of workforce analytics is a growing trend among CCOs. Enkata's workforce analytics solutions provide executives and service operations management with the intelligence to systematically change the customer experience by identifying broken processes and improving employee performance.

Download this paper, compliments of Enkata, to learn key findings from a recent survey of 155 CCOs.

For more information on Enkata's Workforce Analytics suite, visit http://www.enkata.com