Ica van Eeden, Chief Customer Officer at Sun International, joins IQPC Exchange to discuss changes in the hospitality industry and how this has impacted customer service strategy.
IQPC Exchange: CCO is a rare but growing job title. Why do you think the role of ‘Chief Customer Officer’ is so important in businesses today?
I Van Eeden: I think the boundaries between sales, marketing and service has blurred so much over the past few years, and the debate often happens within these disciplines of: who owns the customer? And it ends up with the answer of everybody. So for a company, you still need a driver who can focus, plan and implement some strategic initiative that stands over various disciplines and represents a customer centric focus. So I think for this reason I see the need for a Chief Customer Officer position who can really enthuse innovation and focus some strategic initiatives to make sure that a company stays focused on its customers’ needs and wants.
IQPC Exchange: What is your greatest achievement as CCO at Sun International?
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The Customer Experience Exchange will take place from 29 November - 01 December 2011 at the Nhow Hotel, Berlin. For further information about this event please visit www.customerexperienceexchange.com, call +44 (0) 207 368 9484 or email exchangeteam@