Jeanne Bliss is the Founder and President of CustomerBliss, and the Co-Founder of The Customer Experience Professionals Association.

She is one of the foremost experts on customer-centric leadership and the role of the Chief Customer Officer. A consultant and thought leader, Jeanne Bliss guides C-Suite and Chief Customer Officer clients around the world toward earning the right to business growth and prosperity, by improving customers’ lives.

Jeanne Bliss pioneered the role of the Chief Customer Officer, holding the first ever CCO role at Lands’ End, Microsoft, Coldwell Banker and Allstate Corporations. Reporting to each company’s CEO, she moved the customer to the strategic agenda, redirecting priorities to create transformational changes to each brands’ customer experience. She has driven achievement of 95 percent loyalty rates, improving customer experiences across 50,000-person organizations.

Jeanne Bliss

As leaders, most of our efforts focus on improving the performance of individual resources. This management approach even has a name: “resource optimization.” For a lot of managers, that’s their job—getting the most out of a given resource.

That’s not good enough for organizations that wish to orchestrate large digital change.

For digital business transformation to succeed, you must mobilize organizational resources and enable connections among them. This eBooklet outlines the eight orchestration competencies that companies should possess to mobilize resources and enable the connections between them.

These competencies are all replicable, real-world examples of how practitioners are propelling their organizations with a more connected approach to change.


  • Providing world-leading research and analysis on organizational transformation.
  • Preparing executives to take advantage of digital opportunities – and to manage disruptive threats.
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