Russell Reynolds Associates: The Need for CCOs in the Financial Services Industry

As the financial services industry evolves with the addition of new digital technologies, both competition and customer expectations are rising. Although the customer experience has not been highly prioritized in this industry previously, these changes to the marketplace are causing FinTech companies to create not only quality products, but a quality experience, as well. In this article, Russell Reynolds Associates looks at how hiring a chief customer experience officer (CCO) can help to implement this new priority within an organization.

Russell Reynolds conducted an analysis of customer-experience leaders from global financial firms and observed the following four archetypes leading to success:

• Sales/Marketing
• Operations/Technology
• Product Analytics
• Strategy Consulting

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