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15© 2015 KPMG LLP, a Delaware limited liability partnership and the U.S. member firm of the KPMG network of independent member
firms affiliated with KPMG International Cooperative (“KPMG International”), a Swiss entity. All rights reserved.
What we heard:
In response to disruption, companies
have created a vast number of new
roles for new times, many at the C-
level, to improve their decision
making and accelerate growth.
• Accelerating growth by reorganizing around the
customer
• “Changing culture to better serve the one reason
we all exist - our customers”
• Looking at all aspects of the organization through
the lens of the customer–products, payments,
operations, sales, marketing
• Aligning all market-facing roles under this title
Chief Customer Officer: The link between the
customer and organization
• “Culture change from the mailroom to the
boardroom.”
• AIG CCEO maps the organizational systems and
service delivery processes connecting customers
and employees and influencing changes that
empower and reward the desired behaviors.
Chief Customer Experience Officer : AIG
Create new roles to accelerate growth
— Executive Director, Joint Ventures
Health Care Delivery Network
A year ago we didn’t even have the role of Chief
Patient Experience Officer. The role is very vague
but basically connects technology and operations
and is increasingly influential.
— Regional Chief Technology Officer
Technology Giant
The C-suite is getting crowded. Many high-tech
companies now have a Chief Disruption Officer, and
that person’s job is to defend the company from
external disruption while also creating value.
Source of information on Chief Customer Officer insights: http://www.thecmosite.com/author.asp?section_id=2865&doc_id=261577
Source of information on AIG: http://www.marketwired.com/press-release/aigs-donna-n-peeples-joins-the-chief-customer-officer-council-nyse-aig-1927959.htm

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