The Org You Inherit vs The Org You Need: Restructuring the Customer Function Without Breaking It Every CCO inherits an existing structure, but not every structure is fit for the business they are trying to build. As companies scale, shift strategy, or face increased retention pressure, the customer organisation often needs to evolve significantly. This panel explores the difficult structural decisions CCOs face when redesigning their function, and what it takes to rebuild without losing momentum, talent, or customer trust. You will leave with: - Practical approaches to diagnosing structural misalignment in CS orgs - Lessons on restructuring without disrupting customer outcomes - Real examples of successful customer org transformations