It is an opportunity to stop forcing customers to navigate internal organizational structures that are meaningless to them.
( Source: CMO.com | Marketing’s Rise Misses Bigger Opportunity )
I don’t want to think of this as a Chief Consumer Officer-type role but I can envision those responsibilities being handed over to marketing teams. Similar to how we’re all sales people, employees should be all focused on providing the best support possible.
If marketing folks are putting together personas and building models based on community and industry interests, it might make sense that CMOs transition to CCOs, with marketing and sales and any other client-facing teams reporting up.