TechSee

AUGUST 14, 2023

This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience and customer service. Brad teaches courses on customer strategy and management, customer service leadership, and CX leadership. Follow on LinkedIn John R.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

Customer Bliss

NOVEMBER 29, 2018

How do you make health care more personal and customer-focused? This is a topic that comes up in my interview with Antoinette Taranto , Chief Customer Officer at The Colorado Department of Health Care Policy and Financing. The presenting sponsor of The Chief Customer Officer Human Duct Tape Show is Customerville.

Chief Customer Officer 195

Chief Customer Officer System Handbook Engagement 195

TechSee

JUNE 16, 2022

By leveraging new technologies such as computer vision , virtual visits and self-service AI-driven solutions, companies have a huge opportunity to turn customers into brand advocates. This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Customer Bliss

NOVEMBER 15, 2018

Samantha shares how she’s used her communications and marketing background to unite leadership across silos within her organization to provide a more efficient and unified customer experience. CX #Leadership Click To Tweet. The presenting sponsor of The Chief Customer Officer Human Duct Tape Show is Customerville.

Leadership 128

Leadership Chief Customer Officer Financial User Experience 128

Education Services Group

NOVEMBER 8, 2021

The 2021 Customer Success Leadership Study is out! Especially when they are telling a story about how Customer Success is booming. Without further ado – here’s a quick recap of the 2021 Customer Success Leadership Study! I don’t know about you, but I love data. Numbers are the best. Who owns what, when, and how?

Study 52

Study Leadership Customer Success Chief Customer Officer 52

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

ClientSuccess

APRIL 11, 2018

From : Adam Kuznia , Chief Customer Officer. What is one customer success best practice you’ve applied in the last few months that has had a positive impact on your success in your role? Shortcut: How Analogies Review Connections, Spark Innovations, and Sell our Greatest Ideas , by John Pollack. Company : DataCamp.

Chief Customer Officer 40

Chief Customer Officer eBook Customer Success Software 40

SmartKarrot

JULY 6, 2022

Congratulations on becoming the new chief customer officer of the organization. The biggest challenge you will face as the new chief customer officer is that the customer situation has shifted dramatically in the last couple of years. Questions the new chief customer officer must ask themselves.

Chief Customer Officer 10

Chief Customer Officer Self Service Roadmap Customer Success 10

CloudCherry

JULY 31, 2019

Ideally, you’ll have a chief customer officer (CCO) to lead and champion CX at the C-suite level. It may take intense relationship building and a dedication to communicating CX results. In time, as CX proves its merits, a path to centralized CX leadership will become available.

Net Promoter Score 247

Net Promoter Score Chief Customer Officer Metrics ROI 247

Gainsight

JUNE 10, 2021

It was our source of news, entertainment, and communication pathways. August Hall was again full of attendees (socially distanced, of course) waiting in anticipation to hear what’s in store for Gainsight at the Product Innovation Keynote. Nick Mehta, CEO of Gainsight, opened the show with greetings and a message about innovation.

Innovation 52

Innovation Customer Journeys Chief Customer Officer NPS 52

Customer Bliss

OCTOBER 31, 2019

Jennifer Severns , Chief Experience Officer at the American Marketing Association, a nonprofit organization, discusses some of the challenges she faced while coming into an organization that helps chief marketing officers, chief customer officers, marketers, and others, determine and understand their role in the world.

Chief Customer Officer 111

Chief Customer Officer How To Social Media Analytics 111

Customer Bliss

MARCH 22, 2018

In this episode, Claudiu , who has over 15 years of customer-centric leadership from multiple industries, including financial services, healthcare, and consulting, shares his strategy for transforming customer experience within an organization. From Chief Information Officer to Chief Customer Officer with Brian Lillie.

Chief Customer Officer 129

Chief Customer Officer Culture Leadership Financial 129

Customer Bliss

JULY 26, 2018

Today, we’ll hear from William Chumley , the Chief Customer Officer for the Governor’s Office of Information Technology for the state of Colorado. 3 Steps to Initiating A CX Communication Strategy. Determine your positioning and communicate the story. CX #CustExp Click To Tweet. Empower your team.

Government 111

Government Chief Customer Officer How To Roadmap 111

Customer Bliss

AUGUST 28, 2020

Today, I share their key takeaways from my interviews with Aisling Hassell , VP of Community Support at Airbnb , Chelsie Rae Lee , Chief Revenue/Customer/Innovation Officer at SnackNation , and Barbara C. Morton , Deputy Chief Veterans Experience Officer at the Department of Veterans Affairs.

Customer Journeys 323

Customer Journeys Roadmap Leadership Customer Experience 323

Customer Bliss

NOVEMBER 1, 2018

She has seen that through her actions of being a leader and inspiring her team to showcase the best parts of themselves, there’s a stronger internal culture of enthusiasm, excitement, innovation, and ownership. The employees are ultimately happier, which creates happy customers. This was a major improvement within their culture.

Employee Experience 175

Employee Experience ROI Chief Customer Officer Culture 175

Customer Bliss

DECEMBER 14, 2018

Amanda shares that even though Microsoft still holds on to its entrepreneurial spirit, which it has to, in order to come up with new and innovative ideas, the company has definitely had to adapt and compete for customers due to competitive pressures. With Organizational Maturity Comes Increased Responsibilities.

Chief Customer Officer 120

Chief Customer Officer Culture Competitive Advantage Leadership 120

ijgolding

SEPTEMBER 21, 2015

It is therefore of great value to me and all other Customer Experience Professionals that we are able to continually learn from each other – those who have been plying their trade for many years, as well as those who have only been in the thick of it more recently. Bell, author of The 9½ Principles of Innovative Service.

Brands 120

Brands Customer Experience Chief Customer Officer Case Study 120

Customer Bliss

NOVEMBER 23, 2016

Those are: Customers as assets. Build a customer listening path. Proactive experience reliability and innovation. One-company leadership, accountability, and culture. Many of these ideas are contained in Chief Customer Officer 2.0 Align around experience. and my other books and speeches.

Chief Customer Officer 100

Chief Customer Officer Leadership Culture Innovation 100

Customer Bliss

MAY 2, 2019

It takes skill to synthesize the knowledge you’ve gained and then disseminate in a way that will help leaders make financial, cultural, and leadership decisions. This knowledge is then communicated from the sales team all the way to customer service, which helps everyone improve their customer relationship. “I

Company 149

Company Strategy Chief Customer Officer Financial 149

Customer Alignment

MARCH 2, 2018

the number of Chief Customer Officers across all industries increased from 14 in 2014 to 90 in 2017; half of those roles were created in the last 15 months. months in 2013 but it still has the shortest lifespan among all C-suite executives, according to research conducted in 2010 by the Chief Customer Officer Council.

Chief Customer Officer 99

Chief Customer Officer Customer Journeys Customer Experience Roadmap 99

Customer Bliss

DECEMBER 20, 2016

Amy Downs is the Chief Customer Success & Happiness Officer at Lifesize, a company enabling communication and collaboration among many mediums (their slogan is “connecting people to make their workplace great” ), was quite interesting. Our #1 goal is to earn customers’ business for life!

Customer Success 0

Customer Success Net Promoter Score Chief Customer Officer Leadership 0

ShepHyken

NOVEMBER 16, 2018

As a result of the technological impact influencing consumer behavior, most company leaderships face an unending challenge to meet consumer expectations. Data innovation progressions fuel the network that unites the world as one major network, from the advanced mobile phones to super-quick information. Consumers Desires have changed.

Consumers 98

Consumers Technology Chief Customer Officer Social Media 98

ClearAction

MAY 29, 2016

Therefore, executives should be ensuring superior customer value cumulatively across the customer life cycle. Value Creation, Communication & Management. Marketing is primarily a value communicator, rather than a value creator, deliverer, or manager. Yet, accurate value communication is only part of the equation.

Marketing 97

Marketing Customer Experience Chief Customer Officer Social Media 97

CX Journey

SEPTEMBER 20, 2016

NewVoiceMedia proposed some solutions for breaking down the silos, including hiring a Chief Customer Officer (CCO), who will lead and oversee customer experience efforts across departments, business units, and the entire company. Breaking down silos can spark innovation in unexpected ways. A lofty goal, no doubt.

Customer Experience 80

Customer Experience Multi-Channel Government Customer Journeys 80

ProProfs Chat

JUNE 30, 2020

To help you understand this essence and develop better customer service strategies, we’ve curated a list of some of the best customer service books below. These books can help you: Work towards better leadership strategies. Create a positive customer-centric culture amidst the support team. Chief Customer Officer 2.0.

Customer Service 85

Customer Service Handbook Customer Satisfaction Loyalty 85

Beyond Philosophy

FEBRUARY 27, 2017

Engaged employees aren’t just satisfied with their working conditions and pay, they want to go above and beyond, to innovate and advance the company’s goals. Hilton seems to be creating an environment where employees can become what our Thought Leadership Principal Michael Lowenstein, PHD, CMC, calls an “employee ambassador.”

Rewards Programs 60

Rewards Programs Hotels Travel Chief Customer Officer 60

Customer Bliss

MAY 10, 2019

How does a logistics company shift its gears to become more customer-focused? In today’s episode, Scott Allison , the Chief Customer Officer of DHL ’s supply chain, shares some strategies and tactics around communicating the brand’s message, telling the customer story, and improving employee and customer experience.

Customer Focused 31

Customer Focused Chief Customer Officer Social Media Leadership 31

ClientSuccess

AUGUST 24, 2018

From : Sara Masson , Senior Customer Success Manager. This a phenomenal read that speaks to open and honest communication, taking ownership, and effective communication. The communication methods illustrated can be equally applicable for anyone who needs to become comfortable with the art of the difficult conversation.

Customer Success 40

Customer Success Management Chief Customer Officer eBook 40

SmartKarrot

JANUARY 5, 2022

Here’s our Top 50 Customer Success Influencers list for 2022 celebrating the inspiring visionaries and trailblazers who are helping shape the field and its future evolution. Widely acclaimed as a foremost expert to have pioneered and popularized customer success, Lincoln is a customer-centric growth mastermind. Rick Adams.

Customer Success 23

Customer Success Chief Customer Officer B2B Leadership 23

ClearAction

MAY 29, 2016

Therefore, executives should be ensuring superior customer value cumulatively across the customer life cycle. Value Creation, Communication & Management. Marketing is primarily a value communicator, rather than a value creator, deliverer, or manager. Yet, accurate value communication is only part of the equation.

Marketing 48

Marketing Customer Experience Chief Customer Officer Self Service 48

Qualtrics

NOVEMBER 19, 2019

– Karalyn Smith, Chief People Officer at Sephora. I think a key underrated leadership quality is curiosity. If you get people right, you’re going to have the best innovation, best technology, and best products.”. – Geoff Ho, PhD, Director of Organization Development at Rogers Communications.

Management 31

Management Chief Customer Officer Healthcare Banking 31

Amity

APRIL 25, 2016

Brandon specializes in helping B2B software companies cross the chasm from startup to growth stage businesses by helping build-out and refine customer acquisition. GVP Customer Success - Oracle Marketing Cloud. The Enlightened Customer. CEO - C hief Customer Office Council. Chief Customer Officer - Gainsight.

Customer Success 48

Customer Success Chief Customer Officer Consulting Customer Centricity 48

ClientSuccess

OCTOBER 17, 2018

Whether it’s a new calendar tool that shows multiple time zones at once, a great email subscription platform to stay on top of industry trends impacting our customers, or a new screen capture tool that allows us to communicate with our customers more efficiently, everyone on our team is constantly stumbling upon these micro-wins.

Customer Success 56

Customer Success Chief Customer Officer eBook Software 56

Beyond Philosophy

DECEMBER 23, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. In the past decade, we’ve seen the number of companies with an individual in the role of Chief Customer Officer (CCO) – nicely defined by Wikipedia as “the executive responsible for the total relationship with an organization’s customers” – grow from under 100 to thousands today.

Chief Customer Officer 60

Chief Customer Officer Omni-Channel Customer Centricity Consulting 60

ClientSuccess

OCTOBER 10, 2018

The strongest relationships are those built on honest and open communication, a clear understanding or direction of purpose, and being unified in that purpose. Customer Success starts and ends with helping others realize value. 5) From : Adam Kuznia , Chief Customer Officer | Company : DataCamp | Location : New York City.

Customer Success 70

Customer Success Management Chief Customer Officer Customers 70

ChurnZero

JANUARY 13, 2022

As a result, Customer Success leaders continue to increase their prominence and power within the organization. Our recent Customer Success Leadership Study showed that 61% of respondents reported a Vice President and above as being the highest leader in their Customer Success organization in 2021 – an increase of 7% from the previous year.

Customer Success 98

Customer Success Chief Customer Officer Leadership Consulting 98

SmartKarrot

APRIL 8, 2022

This is where the COO or the chief operating officer comes in. Though the role is not a new one like the Chief Customer Officer , there have been massive changes and extensive transformation over the years. Who is the Chief Operating Officer? Responsibilities of the Chief Operating Officer or COO.

Chief Customer Officer 10

Chief Customer Officer Financial Policies Report 10