Blake Morgan

MAY 9, 2023

In the example of the HR team, IBM uses AI to automate gathering all sorts of people data so that human leaders can decide whether or not someone gets hired or promoted. In the example of the HR team, IBM uses AI to automate gathering all sorts of people data so that human leaders can decide whether or not someone gets hired or promoted.

Company 98

Company Hospitality Innovation Technology 98

Customer Bliss

DECEMBER 12, 2017

In my conversation with Isabella Lau , who has held the hybrid role of both CMO & CCO at Manulife Hong Kong for over 7 years, we discuss this emerging expanded role, how Isabella is driving both brand, operational, and cultural leadership – and why her unique background in both operations and marketing prepared her for success.

Leadership 0

Leadership Marketing Customer Experience Chief Customer Officer 0

Totango

MAY 17, 2023

I was also fortunate to lead a conversation on this very topic with our Totango CRO, Dennis Reardon, and Sr. The idea that CS can own the entire customer journey is both unrealistic and outdated. 31% of CS teams also reported spending up to half of their time with sales. VP of Customer Success at Veriforce, Andy Kearney.

Sales 107

Sales Marketing Sports Customer Journeys 107

TechSee

MARCH 7, 2023

Elizabeth Parks, President, and CMO, Parks Associates – We never miss a new post or research from Elizabeth and her team. Elizabeth has been leading the conversation on how our new connected homes and devices are changing how we live and documenting service evolution for nearly 25 years. Her Great Grandmother was a Wyoming homesteader.

Contact Center 207

Contact Center Leadership Hospitality Chief Customer Officer 207

Customer Bliss

MAY 16, 2017

A lot of this podcast episode is about determining the need for a CCO, setting the groundwork for one to come on, proving the work is there and business-forward, and more. A lot of this podcast episode is about determining the need for a CCO, setting the groundwork for one to come on, proving the work is there and business-forward, and more.

Chief Customer Officer 0

Chief Customer Officer Financial ROI Insurance 0

ECXO

MAY 25, 2023

link] By becoming a member, you’ll have access to all our actual and previous digital events and articles, including this webinar, and you can also follow us on LinkedIn for updates: [link] During this webinar, you’ll have the opportunity to learn a variety of valuable skills and techniques, including: 1.

Culture 52

Culture Customer Centricity Metrics Financial 52

Customer Bliss

MAY 4, 2017

With 15+ years of experience in the CX field, Tabitha also serves on the Board of Directors for the Customer Experience Professionals Association and is a Certified Customer Experience Professional (CCXP). Concur is also a SaaS company. ” When she started at Concur, the CMO was essentially the CCO. About Tabitha.

Leadership 160

Leadership Customer Experience Customer Journeys Net Promoter Score 160

Customer Bliss

APRIL 20, 2016

You can see the full report and its findings at that link, but one of the more interesting parts is represented in this graph: As Josh Bersin summarizes here on Forbes , the biggest trend in Deloitte’s research is an increasing focus on teams — as opposed to just leaders — for future business growth.

Loyalty 100

Loyalty Chief Customer Officer Leadership B2C 100

Customer Bliss

DECEMBER 22, 2016

This post originally appeared on the CCO 2017 website. This can be boiled down to a number of core challenges such as: proving ROI and quantifying the business value of customer experience efforts, unifying the organisation siloes and overcoming legacy protocol and technological infrastructure. What’s driving this?

Chief Customer Officer 0

Chief Customer Officer Omni-Channel Social Media Leadership 0

Education Services Group

MAY 25, 2022

A: Well, what we’re seeing most often these days is that it’s either the CMO or the CCO that are owning it. And under the CCO you typically have things like Support and Customer Success and Professional Services. So, if it starts in Support , then the CCO usually owns it. It depends on what you want to do.

Chief Customer Officer 52

Chief Customer Officer Multi-Channel Knowledge Base Engagement 52

Gainsight

MARCH 25, 2020

It’s also clear that no one was 100% prepared for the pace at which this new normal came about. What can we learn from Arne and other companies in communicating with our customers? Also, with the ubiquitous presence of social media in our personal and business lives, communication has to be designed across multiple channels.

Communication 143

Communication Fashion Hospitality Financial 143

Qualtrics

MAY 23, 2019

Also known as: Chief HR Officer, VP People Operations, Employee Experience Officer. As more and more organizations look to Experience Management (XM) to grow their organizations, the c-suite is evolving to put ‘experiences’ front and centre and make sure XM gets visibility and support at the highest levels. Chief People Officer.

Meeting 39

Meeting Management Chief Customer Officer Advertising 39

Customer Bliss

JULY 26, 2016

As with many CCO-level leaders, Renee first ran service delivery and operations, then added brand as the CMO of the organization, then customer experience. She also is responsible for enhancing the company’s brand journey, including data analytics, digital marketing. Episode Overview. About Renee Cacchillo.

Customer Journeys 100

Customer Journeys Customer Experience Chief Customer Officer Culture 100

Innovative CX

AUGUST 27, 2020

In my experience, I’ve heard and seen it report to any one of these C-suite positions in an organization: CEO CMO COO CFO CCO CXO CPO CTO/CIO And if it’s not reporting to one of the C-suite positions, it reports to someone who reports to one of these C-suite positions. So, is where and who the CX function reports to important?

Report 52

Report Leadership Strategy Course 52

Customer Bliss

JULY 14, 2016

Anyone doing CCO work has to understand leadership accountability, and place the concept at the core of how they work — especially in the beginning. This can lead to key metrics getting re-contextualized in terms of marketing, or operations, or sales, or whatever the case may be. Leadership accountability. One-company leadership.

Leadership 100

Leadership Customer Experience Chief Customer Officer Metrics 100

SmartKarrot

FEBRUARY 25, 2022

As per Gartner , 90% of companies now have a CCO with customer experience and success as the core responsibility. As per Gartner , 90% of companies now have a CCO with customer experience and success as the core responsibility. The CCO is more of a voice of the customer in all company decisions. Like what you are reading?

Chief Customer Officer 10

Chief Customer Officer Resources Marketing Customer Centricity 10

Customer Interactions

FEBRUARY 16, 2016

Thank goodness we have brilliant industry experts on hand like Jeanne Bliss to help us ponder whether the CMO can be the CCO [Customerbliss.com]? Also, is CX the hot new thing in marketing [Business2Community.com]?

Marketing 28

Marketing Industry 28

ChurnZero

DECEMBER 27, 2019

It can seem like an impossible feat to get ghosted customer s to reengage with you since effective communication is a two-way street. Along with one too many holiday parties, the year’s end brings reflections and roundups of the most popular trends from the past 365 days. Top 10 Blog Posts from 2019 . You’re not alone.

e-support 64

e-support eBook Chief Customer Officer B2B 64

Clarabridge

SEPTEMBER 23, 2015

But getting it can be a lot easier said than done. You can try a top-down or a bottom-up approach—but either way, executive support will make the difference between the success and failure of your Customer Experience (CX) initiatives. It can also help create a culture of CX throughout the organization.

CEM 40

CEM Culture Meeting Leadership 40

CCO Council

MARCH 13, 2016

Too much friction creates dissatisfiers which, if left unchecked, can lead to churn. Chief Customer Officers (CCOs) are stuck in groundhog day: dealing every day with an endless stream of apologies, billing statement credits, and service recovery efforts. I realized that my car payment was being deducted twice.

Chief Customer Officer 40

Chief Customer Officer Customer Experience Banking Culture 40

SmartKarrot

FEBRUARY 17, 2022

These high-ranking executives include several ‘chief’ job titles, such as Chief Executive Officer (CEO), Chief Operating Officer (COO), Chief Financial Officer (CFO), and Chief Customer Officer (CCO). The availability of myriads of channels with differing marketing strategies can leave customers confused at the end of the day.

Omni-Channel 10

Omni-Channel Chief Customer Officer B2B Multi-Channel 10

SmartKarrot

JULY 30, 2020

Well, it can be all of it. Every department can operate through this philosophy as the end goal of all of them is to make customers happy. Every department can operate through this philosophy as the end goal of all of them is to make customers happy. A CCO serves alongside the executive board, the CEO, CPO, CFO, etc.,

Customer Success 10

Customer Success Chief Customer Officer Customer Journeys Customer Centricity 10

SmartKarrot

APRIL 8, 2022

As companies grow, the need for a C-Suite executive who handles the operations has also increased. The modern COO’s role can be looked at through three primary dimensions-. This can mean revamping how a specific team uses technology to grow in business planning and investments. Who is the Chief Operating Officer?

Chief Customer Officer 10

Chief Customer Officer Financial Policies Report 10

SmartKarrot

APRIL 12, 2022

As businesses and requirements evolved, more titles such as the CMO – chief marketing officer, CTO/CIO – chief technology/information officer, CHRO – chief human resources officer, and CSO – chief sales/business development officer emerged. The ‘C’ in the C-suite refers to the Chief. In this blog, we will discuss the new C-suite titles.

Chief Customer Officer 10

Chief Customer Officer User Experience Customer Success Resources 10

SurveySparrow

MARCH 16, 2021

The C-suite executive responsible for an amicable relationship between the customers and the organization is the Chief Customer Officer (CCO). Unfortunately, most companies can be put in this bracket which doesn’t take care of its customers properly. . What are the goals of the CCO? #1

Chief Customer Officer 52

Chief Customer Officer Metrics How To Net Promoter Score 52

Customer Bliss

FEBRUARY 14, 2019

Scott tells us that while he was the CMO, they were working on the customer journey as a kind of “side project” in his business unit. Scott shares that as he started in his CCO role, he immediately had to figure out how to translate the CX work within the business unit to the whole enterprise.

Insurance 157

Insurance Company Customer Experience Communication 157

SurveySensum

JULY 14, 2020

She is also the 2020 CXPA Board Chair and an Advisory Board Member for CX@UCI. The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. The below-given list is a general list and is irrespective of any ranking or order.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

SmartKarrot

APRIL 21, 2022

CCO (Chief Customer Officer) – Leading the customer grievances to the top management. Chief Customer Officer or CCO is the latest addition to the C-suite responsible for spearheading and managing customer relationships across the lifecycle. The CCO keeps the customer at the centre of all actions and strategies.

Customer Centricity 10

Customer Centricity Chief Customer Officer Net Promoter Score Effort Score 10

SmartKarrot

APRIL 21, 2022

CCO (Chief Customer Officer) – Leading the customer grievances to the top management. Chief Customer Officer or CCO is the latest addition to the C-suite responsible for spearheading and managing customer relationships across the lifecycle. The CCO keeps the customer at the centre of all actions and strategies.

Customer Centricity 10

Customer Centricity Chief Customer Officer Net Promoter Score Effort Score 10

Customer Bliss

JUNE 13, 2017

Drew Neisser , who has interviewed over 200 CMOs, and I discuss the evolving role of the CMO, and the expanding “Hybrid CMO” taking on operational responsibility and expanding to influence the overall customer experience. He is also a self-proclaimed Ben Franklin nut. he finds ways to talk to CMOs all the time.

Social Media 166

Social Media Analytics Consulting Marketing 166

Customer Bliss

SEPTEMBER 14, 2017

He did that because he saw Peloton as a community, and the term “customer” can feel very transactional. Relationships are one of the only things that can get you through a conversation largely dominated by profit/revenue metrics. I decided to go back to around Episode No. Growing Your Customer Base. Where are you not as good?

Communication 152

Communication Customer Experience Customer Journeys Government 152

SurveySensum

FEBRUARY 10, 2022

How can you convert these unhappy customers into brand advocates or encourage your promoters to do the positive word of mouth and bring referrals? How can you increase your customer base, revenue, and customer loyalty ? Here are the 11 surefire strategies that can help you increase the Net Promoter Score. Design your CX program.

NPS 52

NPS Net Promoter Score Strategy Effort Score 52

SurveySensum

FEBRUARY 3, 2022

How can you convert these unhappy customers into brand advocates or encourage your promoters to do the positive word of mouth and bring referrals? How can you increase your customer base, revenue, and customer loyalty ? Here are the 11 surefire strategies that can help you increase the Net Promoter Score. Design your CX program.

NPS 52

NPS Net Promoter Score Strategy Effort Score 52